Director, Customer Success - SMB & MM
New
F
Fundraise UpSaaS, Fundraising
Brazil - RemoteFull-TimeDirector
Salary$140,000 - $152,000 USD (On-Target Earnings)
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Job Details
- Languages
- Fluent English
- Experience
- 8+ years of experience in B2B or B2B2C SaaS Customer Success; 4+ years of experience leading CS teams
- Required Skills
- Artificial IntelligencePeople ManagementGoogle AnalyticsCRMCustomer SuccessSaaS
Requirements
- 8+ years of experience in B2B or B2B2C SaaS Customer Success.
- 4+ years of experience leading CS teams managing SMB or mid-market accounts within rapidly scaling SaaS companies.
- Fluent English with the ability to discuss complex business and technical topics with confidence.
- Demonstrated experience building or overseeing AI-driven or automated customer service workflows.
- Strong management skills with a track record of building disciplined, highly engaged remote teams.
- Experience hiring, onboarding, and developing LATAM-based teams.
- Proven ability to build and execute against playbooks, KPIs, and operational frameworks at scale.
- Demonstrated ability to communicate and influence C-level customer stakeholders.
- Experience with CRMs, data and integrations, digital marketing tools, Google Analytics, and email marketing platforms.
- Background working with or for non-profit organizations is a strong plus.
- Ability to actively use AI tools in day-to-day operations and identify new opportunities for AI integration.
Responsibilities
- Lead Fundraise Up's LATAM-based SMB & Mid-Market Customer Success team, coaching and developing CSMs to manage high-volume books of business with strong retention and satisfaction outcomes.
- Design and oversee an AI-driven service motion for the SMB customer segment, building automated touchpoints, escalation paths, and human-in-the-loop processes that deliver consistent value at scale.
- Redeploy and develop CSMs against our mid-market customer base, establishing the account management rhythms, QBR cadences, and success plans needed to drive growth.
- Build and maintain the workflows, playbooks, and KPIs that enable the team to manage 100+ accounts each with a consistent, high standard of engagement.
- Drive process discipline across a fully remote, international team - ensuring precise communication, rapid resolution, and accountability to timelines.
- Oversee the full customer lifecycle from kickoff through implementation, launch, account planning, and ongoing expansion.
- Partner closely with the Director of Customer Success and cross-functional leaders across Sales, Marketing, Implementation, and Product to execute growth strategies and optimize the customer journey.
- Identify and mitigate churn risk proactively; maintain industry-leading retention across the SMB and mid-market cohorts.
- Develop and coach the team on growth motions - referrals, upsell, cross-sell, and expansion -- within an existing customer base.
- Ensure the team delivers robust, structured product feedback to inform the roadmap and drives adoption of new features.
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