Head of Customer Success, SMB, LATAM
September 19
Description
• Lead Fundraise Up’s SMB (small & mid-size) Customer Success team. • Develop the workflows, playbooks, and KPIs specific to driving success across a growing cohort of approximately hundreds of SMB customers, ensuring a consistently high level of engagement, growth, and customer satisfaction. • Drive strong process discipline across a remote team of LATAM-based CSMs to ensure precise and timely communication and rapid resolution to requests from international colleagues and customers. • Oversee CSMs’ effective account management from kick-off, implementation, launch, account planning and through the customers’ life-cycle. • Work with CSMs to deliver effective Quarterly Account Reviews. • Closely work with Director of Customer Success in collaboration with our Marketing, Sales, Implementation and Product teams to execute growth strategies that allows us to quickly scale revenue. • Maintain our stellar customer retention through proactive risk identification and mitigation. • Execute on playbooks based on product strategies to drive feature adoption and growth in customers. • Ensure that the team consistently delivers robust product feedback from customers, as well as coaching team to drive product adoption and embrace new product features. • Collaborate with internal teams including Implementation, Support and Product to ensure highest customer satisfaction and optimized Launches to maximize customer revenue. • Identify, forecast and develop new growth opportunities (referrals, product up-sell / cross-sell and expansion) with existing customers. • Coach and mentor team members on effective selling techniques in a happy customer base.
Requirements
• Proven work experience of 8+years in B2B or B2B2C SaaS Customer Success. • Fluent English with the ability to discuss complex business and technical topics. • Experience of working for (or working with Non-profits) a strong plus. • Led Customer Success teams working with small and mid-market accounts for at least for 4 years within rapidly scaling SaaS companies. • Strong management skills. We’re looking for someone who can build a highly disciplined and highly engaged team that is fully remote. • Experience hiring, ramping up and working with LATAM teams. • Experience with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing. • Demonstrable ability to communicate, present and influence C-level customer stakeholders. • Drives team success through effective KPIs. • Works closely with Director of Customer Success to strategize, plan and effectively deliver on results.
Benefits
• 30 days off. • Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace. • English learning courses (50% reimbursement, up to $1,000 annually). • Relevant professional education (50% reimbursement, up to $1,500 annually). • Gym or swimming pool (50% reimbursement, up to $500 annually). • Coworking (up to $250 monthly). • Remote working.
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