Director of Customer Success

Responsibilities

• Lead and develop a remote, LATAM-based Customer Success team managing SMB and Mid-Market non-profit accounts.
• Design and oversee AI-driven service motions for the SMB segment, including automated touchpoints and human-in-the-loop processes.
• Establish account management rhythms, QBR cadences, and success plans to drive growth and retention for mid-market customers.
• Build and maintain workflows, playbooks, and KPIs to enable the team to manage large books of business with high engagement standards.
• Partner with cross-functional leaders in Sales, Marketing, and Product to optimize the customer journey and execute growth strategies.
• Proactively identify and mitigate churn risk while coaching the team on expansion motions like upsells and referrals.

Requirements

• 8+ years of experience in B2B or B2B2C SaaS Customer Success.
• 4+ years of experience leading Customer Success teams in rapidly scaling SaaS environments.
• Proven experience hiring, onboarding, and developing remote teams in LATAM.
• Demonstrated experience designing or overseeing AI-driven or automated customer service workflows.
• Fluent English with the ability to communicate complex technical topics to international customers and C-level stakeholders.
• Proficiency with CRMs and data-driven operational frameworks.

Preferred Qualifications

• Background working with or for non-profit organizations.
• Experience managing high-volume books of business (100+ accounts).

Benefits

• Compensation: $110,000 - $125,000 USD (On-Target Earnings).
• Private health insurance (including dental and vision) and national healthcare contributions.
• Fully remote work with a generous home office stipend and co-working space reimbursement.
• Professional development stipend and English learning course reimbursement.
• Gym or swimming pool reimbursement.
• 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, accessibility, and AI-driven solutions to help nonprofits maximize their impact.