Head of Customer Success Enterprise USA

4 weeks ago

New York, New York, United States Fundraise Up Full time
Job Title: Head of Customer Success, Enterprise

At Fundraise Up, we are seeking a seasoned Customer Success leader to join our team and drive engagement and growth across our largest enterprise and strategic non-profit customers.

Key Responsibilities:
  • 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.

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