Senior Customer Success Manager, USA, Remote - job 1 of 2

As a Senior Customer Success Manager at Fundraise Up, your primary responsibility will be to manage a portfolio of approximately 50 non-profit accounts. You'll oversee the entire customer life cycle from kickoff and implementation to training and ongoing support. Additionally, you'll deliver quarterly account reviews, address escalations, and identify growth opportunities to ensure our clients achieve their fundraising goals.

To qualify for the Senior Customer Success Manager role at Fundraise Up, you should have between 5-8 years of experience in SaaS Customer Success, with a proven track record of managing a customer portfolio with over $2M in annual recurring revenue. Familiarity with CRMs, digital marketing principles, and strong communication skills are essential. Experience in the non-profit sector is a bonus but not mandatory!

Fundraise Up is committed to employee wellbeing by offering a generous benefits package that includes 15 vacation days, 7 company holidays, and additional floating holidays. Our health, dental, and vision insurance is fully covered for employees, and we offer paid parental leave to help balance work and family duties.

Absolutely! The Senior Customer Success Manager position at Fundraise Up is fully remote, allowing you the flexibility to work from anywhere in the USA. This flexibility is a vital part of our company culture, enabling our team members to maintain a healthy work-life balance.

As a Senior Customer Success Manager at Fundraise Up, you'll be tasked with delivering and exceeding defined Growth and Retention performance metrics. This includes successfully identifying risks and developing strategies to mitigate them, while also fostering relationships and driving upsell and cross-sell opportunities with existing customers.

When onboarding new clients, I prioritize establishing a strong rapport to set the stage for a successful partnership. I outline a comprehensive onboarding plan, including timelines, deliverables, and providing access to training resources. I focus on understanding their specific needs, ensuring they feel supported every step of the way.

In a previous role, I encountered a situation where a client was unhappy with a service outage. I listened attentively to their concerns, acknowledged their frustration, and assured them that I would personally oversee the resolution. I facilitated communication between teams and kept the client updated regularly, ensuring they felt valued throughout the process.

I believe metrics such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and churn rate are vital in measuring customer success. They provide insights into how customers feel about our service and how likely they are to promote it. I also focus on engagement metrics, as these can highlight areas for improvement and opportunities for growth.

I rely on a combination of CRM tools and personal productivity techniques to stay organized. I categorize my client accounts and prioritize tasks based on urgency and importance. Regular check-ins and reminders help me maintain a structured approach to ensure each account receives adequate attention.

To effectively upsell or cross-sell, I first ensure that I have a deep understanding of the client's current usage and needs. I then identify additional solutions that could enhance their experience and present these in terms of value. I also gather customer feedback to inform strategic discussions around growth opportunities.

I treat client feedback as a gift. I actively solicit feedback through regular check-ins and then analyze it to identify trends. I work closely with product teams to ensure that the customer insights are factored into future developments and improvements, closing the feedback loop with clients to let them know their input has resulted in action.

I have extensive experience working cross-functionally with sales, marketing, and technical teams. Effective communication is key, so I ensure all teams are aligned on customer needs and goals. I find that collaboration enhances problem-solving and leads to stronger customer support outcomes.

To assess client engagement success, I focus on both qualitative and quantitative metrics. I analyze engagement data, customer satisfaction surveys, and overall retention results. Organizing quarterly reviews with clients also provides a structured opportunity to discuss their satisfaction and progress towards their goals.

Promoting customer advocacy starts with building trust and delivering value consistently. I empower clients by providing them with the tools and knowledge they need to become successful advocates for our platform. I also encourage them to share their success stories, potentially featuring their testimonials in our marketing efforts.

My extensive experience in SaaS Customer Success equips me with the necessary skills to excel in the Senior Customer Success Manager role at Fundraise Up. I have a proven record of managing high-value client accounts and fostering long-term relationships. My passion for helping non-profits succeed aligns perfectly with the mission of Fundraise Up, and I am eager to leverage my problem-solving skills in this dynamic environment.