Head of Customer Success, Enterprise, USA, Remote

Posted 25 days agoViewed

💎 Seniority level: Manager, 8+ years

📍 Location: North America

💸 Salary: 120000 - 180000 USD per year

🔍 Industry: Non-profit fundraising solutions

🏢 Company: Fundraise Up👥 101-250💰 $10,000,000 Series A almost 4 years agoArtificial Intelligence (AI)Payments Non Profit B2B Social Impact Enterprise Software FinTech

⏳ Experience: 8+ years

🪄 Skills: LeadershipBusiness DevelopmentPeople ManagementGoogle AnalyticsCross-functional Team LeadershipGoCommunication SkillsAnalytical SkillsCollaborationProblem SolvingMentoringAttention to detailOrganizational skillsPresentation skillsTime ManagementWritten communicationCoachingDigital MarketingCRM

Requirements:

Proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success.
Experience working for or with non-profits is a strong plus.
Led Customer Success teams working with enterprise accounts for at least 4 years within rapidly scaling SaaS companies.
Strong management skills to win current team trust and build a stronger Customer Success Team.
Experience with CRMs, data/integration, Digital Marketing, Google Analytics, and 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 the Director of Customer Success to strategize, plan, and effectively deliver on results.

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 kickoff 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 and effective issue escalation.
Identify growth opportunities (upsell, cross-sell) and build trusted advisor relationships.
Cultivate a positive remote work culture focusing on delivering value to customers.

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