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Director, Customer Success - SMB & MM

4 weeks, 1 day ago
Brazil
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 the LATAM-based SMB and mid-market Customer Success team to improve retention, satisfaction, and growth.
  • Design and oversee an AI-driven service model for the SMB segment, including automated touchpoints and escalation processes.
  • Redeploy and develop CSMs across the mid-market book of business and establish account management rhythms and QBR cadences.
  • Build and maintain workflows, playbooks, and KPIs that support high-volume account management at scale.
  • Drive process discipline across a fully remote, international team with clear communication, accountability, and timely execution.
  • Own the customer lifecycle from kickoff and implementation through launch, planning, and expansion.
  • Partner with Sales, Marketing, Implementation, Product, and Customer Success leadership to execute growth strategies and improve the customer journey.
  • Identify and mitigate churn risk while maintaining strong retention across SMB and mid-market cohorts.
  • Coach the team on referral, upsell, cross-sell, and expansion motions within the existing customer base.
  • Ensure the team delivers structured product feedback and supports adoption of new features.

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 and the ability to discuss complex business and technical topics with confidence.
  • Experience building or overseeing AI-driven or automated customer service workflows.
  • Strong people management skills and 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 day-to-day use of AI tools and understanding of where they add value.

Benefits

  • R$ 756,000 - 820,000 BRL on-target earnings.
  • Private health insurance and dental assistance.
  • Life insurance.
  • Meal voucher.
  • 30 calendar days of paid annual leave per year.
  • 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 of up to $250 monthly.
  • Fully remote working.
  • Generous home office stipend.
  • Annual professional development stipend for workshops, courses, and seminars.
  • 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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