Customer Success Strategist

3 weeks ago


miami, United States Crowded Full time
About the Role
Crowded is a financial management platform that simplifies finances for nonprofit organizations. We're seeking an experienced Director of Customer Success to lead our customer success and post-sale functions, driving growth through upsell, cross-sell, and expansion strategies.

**Key Responsibilities:**
  • Hire, manage, mentor, and scale a high-performing customer success team.
  • Develop and implement customer satisfaction, retention, and growth strategies.
  • Ensure smooth onboarding and adoption processes for new customers.
  • Set and monitor key performance indicators (KPIs) for customer success, including churn rates, net revenue retention, customer satisfaction (CSAT), NPS, and expansion revenue.

**Requirements:**
  • Minimum 7 years of experience in customer success, account management, or similar roles, with at least 2 years in a leadership role.
  • Proven track record of driving customer retention, expansion, and growth in fintech, SaaS, or related industries.
  • Experience in managing upsell and cross-sell initiatives, with a clear understanding of sales and revenue operations.


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