Director of Customer Success, Fundraise Up
$200k
OTE
$150k
BASE
Equity compensation: 0.03%
Office located in Brooklyn, NY
AI-assisted online fundraising for enterprise nonprofits
Job no longer available
AI-assisted online fundraising for enterprise nonprofits
101-200 employees
Job no longer available
$200k
OTE
$150k
BASE
Equity compensation: 0.03%
Office located in Brooklyn, NY
101-200 employees
Company mission
Fundraise Up is helping increase revenue for great fundraising efforts by removing friction from the process of donating, driving real social good.
Role
Who you are
- Proven work experience of 12+years in B2B or B2B2C SAAS Customer Success
- Experience of working for (or working with Nonprofits) a plus
- Led Customer Success teams for at least for 7 years within rapidly scaling Saas companies
- Strong management skills. We’re looking for someone who can easily win our current team's trust and can work towards building an even stronger Customer Success Team
- Experience working with international teams, eastern European would be a plus
- Experience with CRMs, data/integration, Digital Marketing, Google Analytics
- Demonstrable ability to communicate, present and influence C-level customer stakeholders
- Drives team success through effective KPIs
- Works closely with Chief Customer Officer to strategize, plan and effectively deliver on results
What the job involves
- Lead Fundraise Up’s Customer Success team and practices
- Be a taskmaster ensuring efficient, smooth and rapid resolution of internal (international team) and customer requests
- Drive strong process discipline within the team when collaborating with our international team; precise and timely communication, ensuing timely updates and closures on internal systems; diligently responding to international team’s requests; efficient access to customers for our Product team
- Closely work with CCO and collaborate with our Marketing, Sales, Implementation and Product teams to execute growth strategies that allows us to quickly scale revenue
- Maintain our stellar customer retention through proactive risk identification and mitigation
- Oversee CSMs’ effective account management from kickoff, implementation, launch, account planning and through the customers’ life cycle
- Take ownership of the book of business with a portfolio of customers assigned to CSMs
- Main point of escalation for all customer matters ensuring speedy resolutions
- With CCO’s guidance, execute on playbooks based on product strategies to drive adoption and growth in customers
- Develop trusted advisor relationships with customers
- Work with CSMs to deliver effective Quarterly Account Reviews
- Collaborate with internal teams including Implementation, Support and Product to ensure highest customer satisfaction and optimized Launches to maximize customer revenue
- Identify, forecast and develop new growth opportunities (referrals, product up-sell / cross-sell and expansion) with existing customers
- Coach and mentor team members on effective selling techniques in a happy customer base
- Deliver and exceed on performance metrics (KPIs) for the CSM team
- Facilitate a strong culture of customer feedback and work closely with our international product team to enhance/innovate product
- Leverage customer data, reports and trends to drive actions with customers
- Build a culture of delivering value and articulating it to customers; helping CSMs to open new doors and relationships with customer execs and upselling them on innovative new product capabilities
Our take
When nonprofit organizations are fundraising, every donation matters. Fundraise Up is an online fundraising platform that helps nonprofits receive increased online donations by giving donors a better experience.
Fundraise Up helps non profits generate 2 x more revenue through dynamically optimizing checkout using AI, leveraging donor data, and integrating with a company's CRM, Marketing and Analytic platforms.
The company have recently acquired a flagship office in NYC to support its rapid expansion. Their technology currently supports some of the worlds top nonprofits such as UNICEF USA, the American Heart Association, and the World Health Organization Foundation.
Steph
Company Specialist at Welcome to the Jungle
Insights
60% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2021
$12m
EARLY VC
Jan 2020
$1.3m
SEED
Total funding: $14.1m
Company benefits
- Commission
- Equity
- Flexible paid leave
- Work from home opportunities
- Health insurance
Company HQ
Gowanus, NY
Leadership
Peter Byrnes
(CEO)Having studied at Penn State University, Peter worked as a S&H consultant before co-founding Lúgh Studio, where he has worked since 1997. Alongside serving as a Partner at Tioga Bistro, he co-founded Fundraise Up in June 2017.
Yuriy Smirnov
(COO)Having worked as a self-employed Software Engineer for a decade, Yuriy worked as CTO of TrackToc and Chief Architect of Simplenight. He co-founded Campus on Fire in March 2016, and Fundraise Up in November 2017.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job