Senior Customer Success Manager, USA, Remote

Posted 2 days agoViewed

View full description

💎 Seniority level: Senior, 5-8 years

📍 Location: USA

💸 Salary: 100000.0 - 120000.0 USD per year

🔍 Industry: Fundraising and non-profit 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: 5-8 years

🪄 Skills: Data AnalysisGoogle AnalyticsAccount ManagementData visualizationDigital MarketingTechnical supportCRMCustomer SuccessSaaS

Requirements:

Proven work experience of 5-8 years in SaaS Customer Success.
Experience managing a customer book of business exceeding $2M ARR.
Familiarity with CRMs, Digital Marketing, Google Analytics, and Meta Pixel.
Excellent communication and presentation skills.
Ability to develop relationships with customers and stakeholders.
Understanding of performance metrics or KPIs.
Ability to work independently and collaboratively across teams.
Strong problem-solving skills for complex technical issues.
Ability to thrive in a fast-paced start-up environment.
Willingness to work outside normal hours as needed.

Responsibilities:

Own a portfolio of ~50 non-profit accounts.
Provide account management throughout the customer lifecycle.
Act as the main point of contact for all account management matters.
Deliver product training and technical support.
Conduct Quarterly Account Reviews.
Identify and mitigate risks to retain customers.
Expand relationships with senior-level stakeholders.
Identify and develop growth opportunities.
Handle customer escalations and drive resolution.
Exceed defined Growth and Retention metrics.
Analyze reports and trends to drive actions.
Collaborate with internal teams for customer satisfaction.
Incorporate customer feedback into product development.