Director of Customer Success, SMB & Mid-Market

About Fundraise Up

Fundraise Up is a global fundraising platform dedicated to making donations to non-profits fast, seamless, and accessible. Our technology facilitates tens of millions of dollars in donations monthly, driven by innovation focused on tangible results like faster load times, higher conversion rates, global payment support, and accessibility-first design. We are trusted by leading global non-profits, including UNICEF and the Alzheimer’s Association, and are recognized for our product quality and impact.

About The Role

We are looking for a proven SaaS leader to join our exceptional Customer Success team, serving the world's most impactful non-profits. As the Director of Customer Success, SMB & Mid-Market, you will lead and develop a remote team of LATAM-based Customer Success Managers (CSMs). Your responsibilities will include driving engagement, retention, and growth across our mid-market non-profit customer base, while pioneering a next-generation, AI-driven service model for our SMB segment. This role is designed for individuals who excel at the intersection of people leadership and operational excellence. You will be responsible for building workflows, playbooks, and KPIs that empower your team to manage extensive client portfolios with precision, and you will own the design and oversight of automated service motions to scale our SMB coverage without compromising quality.

Key Responsibilities

• Lead Fundraise Up’s LATAM-based SMB & Mid-Market Customer Success team, coaching and developing CSMs to manage high-volume client portfolios with strong retention and satisfaction outcomes.
• Design and oversee an AI-driven service model for the SMB customer segment, creating automated touchpoints, escalation paths, and human-in-the-loop processes to deliver consistent value at scale.
• Redeploy and develop CSMs for our mid-market customer base, establishing account management rhythms, QBR cadences, and success plans to foster growth.
• Build and maintain the workflows, playbooks, and KPIs that enable the team to manage over 100 accounts each with a consistent, high standard of engagement.
• Drive process discipline across a fully remote, international team, ensuring precise communication, rapid issue resolution, and accountability to timelines.
• Oversee the entire customer lifecycle, from kickoff and implementation through launch, account planning, and ongoing expansion.
• Partner closely with the Director of Customer Success and cross-functional leaders across Sales, Marketing, Implementation, and Product to execute growth strategies and optimize the customer journey.
• Proactively identify and mitigate churn risks to maintain industry-leading retention rates across both SMB and mid-market segments.
• Develop and coach the team on growth strategies—including referrals, upsell, cross-sell, and expansion—within the existing customer base.
• Ensure the team provides robust, structured product feedback to inform the product roadmap and drive adoption of new features.
• Collaborate with Implementation and Support teams to optimize launch quality and maximize early customer revenue.
• Actively use AI in daily work, identify opportunities for AI to reshape challenges within your function, and continuously grow fluency with evolving AI tools. AI is a default tool at Fundraise Up, not an experimental one.

Skills and Qualifications

• 8+ years of experience in B2B or B2B2C SaaS Customer Success.
• 4+ years of experience leading CS teams managing SMB or mid-market accounts within rapidly scaling SaaS companies.
• Fluent English, with the ability to confidently discuss complex business and technical topics; effective communication with international customers and colleagues is essential.
• Demonstrated experience building or overseeing AI-driven or automated customer service workflows. You don't need to be an engineer, but you must be able to design, manage, and iterate on these processes.
• Strong management skills with a proven track record of building disciplined, highly engaged remote teams.
• Experience hiring, onboarding, and developing LATAM-based teams.
• Proven ability to build and execute against 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 non-profit organizations is a strong plus.
• Proficiency and active use of AI in daily work are expected; identify where AI can add value and improve operational efficiency.

Compensation

• The compensation range for this role is $140,000 - $152,000 USD (On-Target Earnings).
• Final compensation will be determined based on relevant experience, skills, qualifications, and alignment with the role’s requirements.

Perks & Benefits

• Private health insurance, including dental and vision.
• National healthcare contributions.
• Pension plan.
• English learning courses (50% reimbursement, up to $1,000 annually).
• Gym or swimming pool reimbursement (50% reimbursement, up to $500 annually).
• Co-working space reimbursement (up to $250 monthly).
• Fully remote working environment.
• Generous home office stipend.
• Annual professional development stipend (e.g., workshops, courses, seminars).
• Charitable giving program and paid volunteer time off with registered non-profits.

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.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, or any other characteristic protected by applicable law in the countries where we operate.