Senior Customer Success Manager at Fundraise Up

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Senior Customer Success Manager Fundraise Up. Highlights:. Location: Remote in North America. Base Salary: $100,000 - $120,000. Generous stock options. OTE: $130,000 - $150,000. About Fundraise Up. Fundraise Up is a rapidly growing financial technology company headquartered in Brooklyn, NY, that provides online fundraising software to enterprise nonprofits. Fundraise Up's AI-powered platform is leveraged by trusted organizations like UNICEF USA, American Heart Association, Partners In Health, and Stand Up to Cancer, to double their recurring donor acquisition rates and increase overall digital donation revenue by two times.. About the Role. Join our expanding team as a Senior Customer Success Manager at Fundraise Up, where you'll foster relationships with U.S.-based nonprofits, ensuring they fully leverage our platform for their fundraising success. In this role, you'll partner with key executives, drive product adoption, resolve technical issues, and enhance customer satisfaction. The ideal candidate should deeply understand web technologies, CRMs, analytics, data management, and consultative communication skills to engage with diverse client departments effectively. If you're an autonomous, organized problem-solver eager to advance in a dynamic startup, we'd love to meet you.. Key Responsibilities. Own a portfolio of ~50 non-profit accounts.. Provide account management from kickoff, implementation, launch, account planning, and the customers’ life cycle.. Act as the main point of contact for all customer account management matters.. Be the product expert, provide product usage training/guidance and technical support.. Deliver Quarterly Account Reviews to customers.. Retain customers through proactive risk identification and mitigation.. Expand senior-level stakeholder relationships.. Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) 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, leverage it to drive actions with customers. Collaborate with internal teams, including Sales, Marketing, Implementation, Support, and Product, to ensure the highest customer satisfaction.. Collaborate with product teams to ensure customer feedback is incorporated into product development.. 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, with the ability to communicate with technical and non-technical stakeholders and deliver persuasive presentations.. 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. . Strong problem-solving skills, with the ability to solve complex technical problems creatively.. Ability to work in a fast-paced, hyper-growth and dynamic environment. . Willingness to occasionally work outside of normal business hours as required to support customers.. What We Offer. Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary:. Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family. 401(k) plan with company match. FSA Spending Account. 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D.. 4 weeks paid parental leave. 15 days Paid Time Off (PTO). 7 company holidays + 3 floating holidays for personal use. 5 sick days. Remote and hybrid working arrangements.