About the Role We are looking for you to join our stellar team of customer success managers in serving the world's most impactful non-profits. Join our team as a Customer Success Manager at Fundraise Up, where you'll foster strong relationships with U.S.-based SMB non-profits, ensuring their satisfaction and growth through expert product support and driving adoption. You'll troubleshoot technical issues, retain customers, and unlock new opportunities. Success in this role requires deep knowledge of web systems, CRMs, analytics, and data management, combined with excellent consultative communication skills. You should be a self-driven, organized problem-solver ready to thrive in a dynamic start-up setting. Key Responsibilities Provide account management from kick-off, implementation, launch, account planning and through the customers' life cycle. Act as main point of contact for all customer account management matters. Be the product expert, provide product usage training/guidance, and technical support. Develop trusted advisor relationships with customer stakeholders and executives. Deliver Quarterly Account Reviews to customers. 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. Take ownership of customer escalations and drive speedy resolution. Deliver and exceed Growth and Retention performance metrics (KPIs) defined for this role. Analyze data through reports and trends and leverage it to drive actions with customers. Deliver and articulate value to customers. Collaborate with internal teams, including Implementation, Support, and Product, to ensure the highest customer satisfaction. Collaborate with product teams to ensure customer feedback is incorporated into product development. Skills and Qualifications 5 years as a CSM or Account Manager in B2B/B2B2C SaaS. Fluent English with the ability to discuss complex business and technical topics. Non-profit experience preferred. Managed $500k+ customer revenue. Excellent communication and presentation skills, skilled at relationship-building. Familiarity with CRMs, Digital Marketing, Google Analytics, Salesforce, Hubspot, and Meta Pixel. Strong Data/Analytics background. Understanding of performance metrics or KPI's. Independent, proactive, and collaborative work style. Creative technical problem-solver. Ability to work in a fast-paced, hyper-growth, and dynamic environment. Occasional need to work outside of regular business hours as required to support customers may be required. What We Offer Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary: 30 PTO. Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace. English learning courses (50% reimbursement, up to $1,000 annually). Relevant professional education (50% reimbursement, up to $1,500 annually). Gym or swimming pool (50% reimbursement, up to $500 annually). Coworking (up to $250 monthly). Remote working. #J-18808-Ljbffr
