Senior Customer Success Manager

Role Overview

• Own and grow a book of business, consistently seeking and driving upsell and expansion opportunities that will yield direct bottom line impact for both your customers and Fundraise Up.
• Partner with key stakeholders across the customer organization from day-to-day contacts up to C-Suite, collaborating on strategy to progress key priorities and yield improved outcomes.
• Monitor account signals and lead upsell and expansion opportunities, as well as churn prevention strategies.
• Take ownership over critical moments in the customer journey, including adoption, advocacy, escalations, and more, working with Fundraise Up’s leadership team with a sense of urgency and accountability.
• Monitor and drive key success metrics (e.g., growth KPIs, retention, etc.).
• Identify expansion opportunities and develop strategies for customer growth, retention, and product adoption.
• Regularly review and update account plans based on customer feedback, performance data, and evolving needs.
• Collaborate on and own Customer Success portion of the account plan and related activities.
• Manage key strategic initiatives, including whitespace analysis, upselling, and customer advocacy.
• Own the overall customer relationship, ensuring alignment with customer goals, objectives, and expectations.
• Establish and maintain strong relationships with executive sponsors and key decision-makers within the customer’s organization.
• Act as the primary liaison for high-level strategic discussions and executive reviews (e.g., Quarterly Account Reviews, executive business reviews).

Requirements

• Proven work experience of 8-10 years in SaaS customer success OR 8-10 years in a leadership role in the non-profit or NGO space.
• Experience managing a customer book of business of $4M+ ARR OR developing and executing fundraising strategies in the non-profit or NGO space.
• 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.

Benefits

• Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family.
• FSA and HSA Spending Account.
• 20 days of vacation, 5 sick days, 11 company holidays plus an additional 1 floating holiday.
• 401(k) plan with company match.
• 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D.
• Paid parental leave (12 weeks for primary caregivers / 6 weeks for secondary caregivers).
• Generous home office stipend to support your remote workspace.
• Annual professional development stipend to support your growth (e.g., workshops, courses, and seminars).
• Charitable giving program and paid volunteer time off with registered non-profits.