Director, Customer Success

Responsibilities

• Lead and develop a remote LATAM-based Customer Success team, coaching CSMs to manage high-volume books of business with strong retention and satisfaction.
• Design and oversee an AI-driven service motion for the SMB segment, building automated touchpoints and human-in-the-loop processes.
• Establish account management rhythms, QBR cadences, and success plans for the mid-market customer base to drive growth.
• Build and maintain workflows, playbooks, and KPIs to enable the team to manage 100+ accounts with high engagement standards.
• Partner with Sales, Marketing, Implementation, and Product leaders to execute growth strategies and optimize the customer journey.
• Proactively identify and mitigate churn risk while driving expansion motions such as referrals, upsells, and cross-sells.
• Ensure the team delivers structured product feedback to inform the product roadmap and drive feature adoption.

Requirements

• 8+ years of experience in B2B or B2B2C SaaS Customer Success.
• 4+ years of experience leading CS teams managing SMB or mid-market accounts in rapidly scaling companies.
• Proven experience building or overseeing AI-driven or automated customer service workflows.
• Experience hiring, onboarding, and developing remote teams based in LATAM.
• Fluent English with the ability to discuss complex business and technical topics confidently.
• Proficiency with CRMs, data analytics, and integrations.
• Demonstrated ability to build and execute against playbooks and operational frameworks at scale.

Preferred Qualifications

• Background working with or for non-profit organizations.

Benefits

• Fully remote working with a generous home office stipend.
• Private health and dental insurance, plus life insurance.
• 30 calendar days of paid annual leave per year.
• Meal vouchers and co-working space reimbursement (up to $250 monthly).
• Professional development stipends for English courses, gym memberships, and annual workshops.
• Charitable giving program and paid volunteer time off.

About the Company

Fundraise Up is a global fundraising platform built to make donating to nonprofits fast, seamless, and accessible to all. Our technology powers tens of millions of dollars in donations every month for leading organizations like UNICEF and the Alzheimer’s Association. We focus on innovation, using AI to drive higher conversion rates and better results for the world's most impactful nonprofits.