Job description
Highlights
- OTE: $190,000 - $220,000
- Base Salary: $130,000 - $160,000
- Location: USA Remote (EST and CST)
- 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. UNICEF, The Obama Foundation, the Alzheimer’s Association, and many others leverage our platform for their online fundraising needs.
About The Role
We’re seeking a Director of Customer Success to own our Enterprise and Strategic Segments. Reporting to the VP of Customer Success, you will lead a team of Customer Success Managers (CSMs) dedicated to top-tier accounts. You’ll drive retention, expansion, and long-term relationship health by building processes, scaling best practices, and ensuring executive-level engagement.
You’re a hands-on leader with a passion for customer outcomes, operational rigor, and cross-functional collaboration. You’ll partner closely with Sales, Product, Marketing, and Implementation to accelerate adoption, uncover growth opportunities, and advocate for our largest customers. You’ll also serve as the key point of escalation, responsible for building high-trust relationships with our customers’ executive teams and internal stakeholders alike.
Key Responsibilities
- Lead and develop a team of Enterprise/Strategic CSMs, instilling a culture of accountability, customer obsession, and continuous improvement.
- Own segment health metrics (retention rate, Net Revenue Retention, NPS, etc.) and drive performance against targets.
- Build and refine scalable processes for onboarding, success planning, executive business reviews, and risk mitigation.
- Coach CSMs on value-based conversations, ROI articulation, and stakeholder influence at the C-suite level.
- Product adoption and revenue realization - ensure adoption of the Fundraise Up solution.
- Upsell - identify upsell/cross-sell opportunities and closely manage the pipeline to achieve expansion targets.
- Work closely with Product to surface customer feedback for short-term/long-term roadmap.
- Serve as an escalation point for critical customer issues; liaise with Implementation, Support, and Product to deliver swift resolutions.
- Use data and insights to spot trends, optimize account strategies, and improve CS playbooks and toolsets.
- Represent the voice of the customer in internal leadership forums and ensure alignment on priorities and resource allocation.
Skills and Qualifications
- 10+ years in B2B or B2B2C SaaS Customer Success roles, with at least 5 years managing a team focused on Enterprise/Strategic accounts.
- Proven track record driving high retention, NRR and Upsells in a high-growth environment.
- Deep expertise in enterprise lifecycle management: onboarding, adoption, risk management, expansion planning.
- Strong executive presence and ability to influence C-level stakeholders.
- Experience defining processes, playbooks, KPIs/OKRs, and using CS technologies (CRMs, GA, integration tools).
- Excellent analytical skills; comfortable leveraging data to inform strategy and measure impact.
Bonus Points
- Experience with nonprofit clients or agencies
Benefits
- Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family.
- FSA Spending Account.
- Remote or Hybrid work. Our teams are spread globally.
- 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days.
- 401(k) plan with company match.
- 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D.
- Paid parental leave (12⁄6 weeks).
**Please note: All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company.
