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Director, Customer Success - SMB & MM

4 weeks ago
Argentina
Full-time
Lead
Customer Success
Customer and Technical Support
CRM Google Analytics
Apply Now
Fundraise Up

Fundraise Up

Fundraise Up specializes in enhancing online donation processes through AI-driven conversion optimization and integrated payment solutions, enabling organizations to maximize their fundraising potential and improve donor engagement.

Capital Markets
51-250
Founded 2017
View All Jobs 45

Description

  • Lead and coach a LATAM-based SMB and Mid-Market Customer Success team to drive retention, satisfaction, and growth.
  • Design and oversee an AI-driven service model for SMB customers, including automated touchpoints and escalation paths.
  • Redeploy and develop CSMs across the mid-market customer base and establish account management rhythms, QBRs, and success plans.
  • Build and maintain workflows, playbooks, and KPIs that help the team manage 100+ accounts each.
  • Drive process discipline across a fully remote, international team to ensure clear communication, accountability, and timely execution.
  • Oversee the customer lifecycle from kickoff and implementation through launch, account planning, and expansion.
  • Partner with Customer Success leadership and cross-functional teams in Sales, Marketing, Implementation, and Product to improve the customer journey.
  • Identify and mitigate churn risk proactively and maintain strong retention across SMB and mid-market customers.
  • Develop the team’s growth motions, including referrals, upsell, cross-sell, and expansion within the existing customer base.
  • Ensure the team delivers structured product feedback and supports adoption of new features.
  • Collaborate with Implementation and Support to improve launch quality and maximize early customer revenue.

Requirements

  • 8+ years of experience in B2B or B2B2C SaaS Customer Success.
  • 4+ years of experience leading Customer Success teams managing SMB or mid-market accounts in rapidly scaling SaaS companies.
  • Fluent English with the ability to discuss complex business and technical topics confidently.
  • Experience building or overseeing AI-driven or automated customer service workflows.
  • Strong management skills with a track record of building disciplined, highly engaged remote teams.
  • Experience hiring, onboarding, and developing LATAM-based teams.
  • Proven ability to build and execute playbooks, KPIs, and operational frameworks at scale.
  • Demonstrated ability to communicate with and influence C-level customer stakeholders.
  • Experience with CRMs, data and integrations, digital marketing tools, Google Analytics, and email marketing platforms.
  • Background working with or for nonprofit organizations is a strong plus.
  • Active, meaningful use of AI in day-to-day work and the ability to identify where it adds value.

Benefits

  • $140,000 - $152,000 USD On-Target Earnings.
  • Final compensation determined by relevant experience, skills, qualifications, and role alignment.
  • Private health insurance including dental and vision.
  • National healthcare contributions.
  • Pension.
  • English learning courses with 50% reimbursement up to $1,000 annually.
  • Gym or swimming pool reimbursement of 50% up to $500 annually.
  • Co-working space reimbursement up to $250 monthly.
  • Fully remote work.
  • Generous home office stipend.
  • Annual professional development stipend.
  • Charitable giving program and paid volunteer time off with registered nonprofits.

Interested in this position?

Apply directly on the company website

Apply Now

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