Head of Customer Success - Enterprise

October 8

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Fundraise Up

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Fundraising • Donation • Non-profits • Technology • Widget

51 - 200

Description

• Lead Fundraise Up's Enterprise Customer Success team, ensuring consistent engagement and satisfaction among large enterprise customers. • Develop workflows, playbooks, and KPIs for effective account management and customer growth. • Oversee and guide CSMs in managing customer lifecycles, from kick off to ongoing account growth. • Execute growth strategies and collaborate with Sales, Marketing, Implementation, and Product teams. • Drive feature adoption and proactively manage customer risk for retention. • Mentor CSMs, ensuring high customer satisfaction, effective issue escalation, and robust feedback. • Identify growth opportunities (upsell, cross-sell) and build trusted advisor relationships. • Cultivate a positive, remote work culture with a focus on delivering value to customers and exceeding KPIs.

Requirements

• Proven work experience of 8+years in B2B or B2B2C SaaS Customer Success. • Experience of working for (or working with Non-profits) a strong plus. • Led Customer Success teams working with enterprise accounts for at least for 4 years within rapidly scaling SaaS companies. • Strong management skills. We’re looking for someone who can easily win our current team's trust and can work towards building an even stronger Customer Success Team. • Experience with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing. • Demonstrable ability to communicate, present and influence C-level customer stakeholders. • Experience working with international teams, eastern European would be a plus. • Drives team success through effective KPIs. • Works closely with Director of Customer Success to strategize, plan and effectively deliver on results.

Benefits

• 15 days of vocation, 7 company holidays plus an additional 3 floating holidays and 5 sick days. • 401(k) plan with company match. • FSA Spending Account. • 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D. • Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family. • Paid parental leave. • Remote working.