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Senior Customer Success Manager

About the job

The team at Fundraise Up is growing! We're a fast-paced startup in hyper-growth mode with a customer-obsessed culture. We're looking for you to join us as a high-performing Senior Customer Success Manager.

Role

As a Fundraise Up Senior Customer Success Manager, you will be developing strong relationships with enterprise customers, working with operational staff, and key business executives, and driving the adoption of our product. This role is responsible to ensure customer satisfaction through exemplary service, being a product expert, and delivering value to the customer. This role will retain customers and also identify and close new growth opportunities with them.

Responsibilities

Account management from kickoff, implementation, launch, account planning, and through the customers' life cycle
Manage a book of business with a portfolio of customers
The main point of contact for all customer account management matters
Be the product expert and provide product usage training/guidance
Develop trusted advisor relationships with customer stakeholders and executives
Deliver Quarterly Account Reviews to customers
Collaborate with internal teams including Implementation, Support, and Product to ensure the highest customer satisfaction
Retain customers through proactive risk identification and mitigation
Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) with existing customers
Be the orchestrator during customer escalations ensuring a speedy resolution
Deliver and exceed on performance metrics (KPIs) defined for this role
Facilitate customer feedback and work with the product team to enhance/innovate product
Analyze data through reports and trends, leverage it to drive actions with customers
Deliver and articulate value to customers

What You Bring to The Team

Proven work experience of 5-7 years as a CSM in B2B or B2B2C SAAS
Experience of working for (or working with Nonprofits) a plus
You should have experience managing customer book of business of at least $1M in revenue
Familiarity with CRMs, Digital Marketing, Google Analytics, and Facebook Pixel, Java, Swift a plus.
Demonstrable ability to communicate (Written and verbal), present, and influence customer stakeholders including C-level
Robust experience with Data/Analytics
Understanding of performance metrics or KPIs
Preferred familiarity with Hubspot
Preferred Bachelor Degree
Occasional need to work outside of normal business hours as required to support customers may be required

Our amazing perks!

Very competitive salary
Equity grant
Flexible paid time off (PTO)
8 paid company holidays
100% covered Medical/Dental/Vision Insurance, available from first month ( $1,000/m limit )
Organic Lunch supplied daily
On-site gym membership paid in full
$1,500/y professional development and learning stipends
Beautiful office with views of Manhattan skyline and the Statue of Liberty

About Fundraise Up

Fundraise Up is a rapidly growing financial technology company headquartered in Brooklyn, NY that provides online fundraising software to enterprise nonprofits. Fundraise Up's AI-powered platform is leveraged by trusted organizations like UNICEF USA, American Heart Association, Partners In Health, and Stand Up to Cancer, to double their recurring donor acquisition rates and increase overall digital donation revenue by 2X.