Senior Customer Success Manager

Company: Fundraise Up
Location: New York
Posted on: May 16, 2022

Job Description:

Job DescriptionAbout the jobThe team at Fundraise Up is growing! We're a fast-paced startup in hyper growth mode with a customer obsessed culture. We're looking for you to join us as a high-performing Senior Customer Success Manager.Role:As a Fundraise Up Customer Success Manager, you will be developing strong relationships with enterprise customers, working with operational staff, key business executives, and driving the adoption of our product. This role is responsible to ensure customer satisfaction through exemplary service, being a product expert, and delivering value to the customer. This role will retain customers and also identify and close new growth opportunities with them.Responsibilities:

• Account management from kickoff, implementation, launch, account planning, and through the customers' life cycle
• Manage a book of business with a portfolio of customers
• The main point of contact for all customer account management matters
• Be the product expert and provide product usage training/guidance
• Develop trusted advisor relationships with customer stakeholders and executives
• Deliver Quarterly Account Reviews to customers
• Collaborate with internal teams including Implementation, Support, and Product to ensure the highest customer satisfaction
• Retain customers through proactive risk identification and mitigation
• Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) with existing customers
• Be the orchestrator during customer escalations ensuring a speedy resolution
• Deliver and exceed on performance metrics (KPIs) defined for this role
• Facilitate customer feedback and work with the product team to enhance/innovate product
• Analyze data through reports and trends, leverage it to drive actions with customers
• Deliver and articulate value to customers What You Bring to The Team:
  • Proven work experience of 5-7 years as a CSM in B2B or B2B2C SAAS
  • Experience of working for (or working with Nonprofits) a plus
  • You should have experience managing customer book of business of at least $1M in revenue
  • Familiarity with CRMs, Digital Marketing, Google Analytics, and Facebook Pixel, Java, Swift a plus.
  • Demonstrable ability to communicate (Written and verbal), present, and influence customer stakeholders including C-level
  • Robust experience with Data/Analytics
  • Understanding of performance metrics or KPIs
  • Preferred familiarity with Hubspot
  • Preferred Bachelor Degree
  • Occasional need to work outside of normal business hours as required to support customers may be requiredOur amazing perks!
    • Very competitive salary
    • Equity grant
    • Flexible paid time off (PTO)
    • 8 paid company holidays
    • 100% covered Medical/Dental/Vision Insurance, available from first month ( $1,000/m limit )
    • Organic Lunch supplied daily
    • On-site gym membership paid in full
    • $1,500/y professional development and learning stipends
    • Beautiful office with views of Manhattan skyline and the Statue of LibertyAbout Fundraise UpFundraise Up is a rapidly growing financial technology company headquartered in Brooklyn, NY that provides online fundraising software to enterprise nonprofits. Fundraise Up's AI-powered platform is leveraged by trusted organizations like UNICEF USA, American Heart Association, Partners In Health, and Stand Up to Cancer, to double their recurring donor acquisition rates and increase overall digital donation revenue by 2X.Pay range in Brooklyn, NYExact compensation may vary based on skills, experience, and location.Base pay range$110,000/yr - $150,000/yr

Keywords: Fundraise Up, New York , Senior Customer Success Manager, Executive , New York, New York