Highlights OTE (On-Target Earnings): $55,000 - $60,000 Base Salary: $44,000 - $48,000 Location: remote in Colombia Stock options About Us At Fundraise Up, we are reimagining the fundraising platform to create the most convenient and fastest way to donate to non-profit foundations. Our innovation is aimed at enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform. We are the go-to fundraising solution for some of the world's leading non-profit organizations. About the Role We're looking for a proven SaaS leader with a strong background leading and scaling teams to join our stellar Customer Success team and serve the world's most impactful non-profits. As the Head of Customer Success, SMB Accounts, you will play a pivotal role in building and leading a team of Customer Success Managers responsible for driving engagement and growth across our SMB cohort of small and medium-sized non-profit organizations. You will develop the workflows, playbooks, and KPIs to empower each CSM to successfully manage a book-of-business of 100+ accounts and deliver a consistent level of high customer satisfaction through expert product support and feature adoption. Key Responsibilities Lead Fundraise Up's SMB (small & mid-size) Customer Success team. Develop the workflows, playbooks, and KPIs specific to driving success across a growing cohort of approximately hundreds of SMB customers. Drive strong process discipline across a remote team of LATAM-based CSMs. Oversee CSMs' effective account management from kick-off, implementation, launch, account planning and through the customers' life-cycle. Work with CSMs to deliver effective Quarterly Account Reviews. Collaborate with the Director of Customer Success and other teams to execute growth strategies. Maintain our stellar customer retention through proactive risk identification and mitigation. Execute on playbooks based on product strategies to drive feature adoption and growth. Ensure that the team consistently delivers robust product feedback from customers. Collaborate with internal teams to ensure highest customer satisfaction and optimized launches. Identify, forecast and develop new growth opportunities with existing customers. Coach and mentor team members on effective selling techniques. Skills and Qualifications Proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success. Fluent English with the ability to discuss complex business and technical topics. Experience of working for (or working with) Non-profits is a strong plus. Led Customer Success teams working with small and mid-market accounts for at least 4 years. Strong management skills to build a highly disciplined and engaged remote team. Experience hiring and working with LATAM teams. Experience with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing. Demonstrable ability to communicate, present and influence C-level customer stakeholders. Drives team success through effective KPIs. Works closely with Director of Customer Success to strategize and deliver on results. Benefits Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary: 30 days off. Home Office Setup Assistance. 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. Please note: All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain. #J-18808-Ljbffr