Senior Customer Success Manager

Job Description

Highlights

• OTE: $140,000 - $160,000
• Location: remote in North America (CST or EST
• Stock options

About Us

We’re Fundraise Up - a global fundraising platform built to make donating to nonprofits fast, seamless, and accessible to all. Every month, our technology powers tens of millions of dollars in donations across the globe. We focus on innovation that directly impacts results: faster load times, higher conversion rates, global payment support, and accessibility-first design.

Our platform is trusted by many of the world’s leading nonprofits, including UNICEF, the Alzheimer’s Association, and a wide range of global NGOs. With a 4.9/5 rating across top software review platforms, we’re recognized not just for our impact - but for the quality of the product we deliver.

About the Role

Fundraise Up is seeking a Senior Customer Success Manager, where you'll foster relationships with top nonprofits, ensuring they fully leverage our platform for their fundraising success.

In this role, you'll drive upsell and cross-sell activities, partner with key executives, drive product adoption, and enhance customer satisfaction. The ideal candidate should deeply understand web technologies, CRMs, analytics, data management, and consultative communication, and sales skills to engage with diverse clients and partners.

If you're an autonomous, organized strategist and a problem-solver who is motivated by owning and growing a book of business, we'd love to meet you. This role is ideal for someone energized by identifying upsell opportunities, influencing stakeholders, and driving meaningful revenue growth for your customers (and your own org as a byproduct).

Key Responsibilities

• Customer Success, Retention and Key metrics:
  • 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.).
• Strategic Account Planning:
  • 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.
• Strategic Leadership andCustomer Relationship Management:
• • 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).
• Collaboration:
  • Drive strong collaboration with customers around gathering input for FundraiseUp Product Roadmap - interviews, surveys, experiments, feedback.
  • Continually provide feedback from customer to product team and other partner.
• Advocate for FundraiseUp product philosophy with customers.
• Support Sales, Marketing, Partnerships team asks (e.g. References, speaking engagements, product interviews).
  

Skills and Qualifications

• 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.