Head of Customer Success, SMB, LATAM, Remote

View full description

Requirements:

• Proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success.
• Fluent English to discuss complex business and technical topics.
• Experience working for or with Non-profits is a strong plus.
• Led Customer Success teams for at least 4 years within rapidly scaling SaaS companies.
• Strong management skills to build a highly disciplined remote team.
• Experience hiring and working with LATAM teams.
• Experience with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing.
• Ability to communicate, present, and influence C-level stakeholders.
• Drive team success through effective KPIs.
• Work closely with Director of Customer Success on strategies.

Responsibilities:

• Lead Fundraise Up’s SMB Customer Success team.
• Develop workflows, playbooks, and KPIs for SMB customer success.
• Drive process discipline across a remote team of LATAM CSMs.
• Oversee effective account management for customer lifecycle.
• Deliver effective Quarterly Account Reviews with CSMs.
• Collaborate with the Director of Customer Success and other teams for growth strategies.
• Maintain stellar customer retention through risk identification.
• Execute product strategies to drive feature adoption.
• Ensure team provides robust product feedback and drives product adoption.
• Identify and develop new growth opportunities with existing customers.
• Coach team on effective selling techniques.