Customer Success Professional
4 days ago
About Fundraise Up
Fundraise Up is a pioneering fundraising platform reimagining the way non-profits raise funds. Our innovative solution enhances loading speeds, boosts conversion rates, and offers diverse payment methods.
Our mission is to create a convenient and fastest way for individuals to donate to non-profit foundations worldwide. We partner with leading organizations like UNICEF, The Obama Foundation, and the Alzheimer's Association, leveraging our platform for their online fundraising needs.
About the Role
We seek an experienced Senior Customer Success Manager to join our expanding team at Fundraise Up. As a key member of our team, you will build and foster relationships with U.S.-based non-profits, helping them maximize our platform's potential for fundraising success.
In this role, you will collaborate with key executives, drive product adoption, resolve technical issues, and enhance overall customer satisfaction.
Key Responsibilities
- Own a portfolio of ~50 non-profit accounts and provide account management from kick-off to launch.
- Act as the main point of contact for all customer account management matters.
- Be the product expert, providing product usage training/guidance and technical support.
- Deliver Quarterly Account Reviews to customers and retain them through proactive risk identification and mitigation.
- Expand senior-level stakeholder relationships and identify new growth opportunities with existing customers.
- Take ownership of customer escalations and drive speedy resolution.
- Deliver and exceed Growth and Retention performance metrics (KPIs) defined for this role.
- Analyze data through reports and trends to drive actions with customers.
Skills and Qualifications
- Proven work experience of 5-8 years in SaaS Customer Success.
- Experience managing a customer book of business of $2M+ ARR.
- Familiarity with CRMs, Digital Marketing, Google Analytics, and Meta Pixel.
- Excellent communication and presentation skills to communicate with technical and non-technical stakeholders.
- Proven ability to develop and maintain relationships with customers and internal stakeholders.
- Understanding of performance metrics or KPIs.
- Ability to work independently and proactively to drive outcomes and collaborate cross-functionally with multiple teams.
Salary and Benefits
The estimated salary for this position is $130,000 - $150,000 per annum, depending on experience. Additional benefits include 15 days of vacation, 7 company holidays, and 100% company-paid short-term disability, long-term disability, basic life insurance, and AD&D.
Bonus Points
- Experience in fundraising / digital marketing strategies for non-profits is desirable.
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