Director, Customer Success - SMB & MM
About the role
About Fundraise Up
We’re Fundraise Up - a global fundraising platform built to make donating to nonprofits fast, seamless, and accessible to all. Every month, our technology powers tens of millions of dollars in donations across the globe. We focus on innovation that directly impacts results: faster load times, higher conversion rates, global payment support, and accessibility-first design.
Our platform is trusted by many of the world’s leading nonprofits, including UNICEF, the Alzheimer’s Association, and a wide range of global NGOs. With a 4.9/5 rating across top software review platforms, we’re recognized not just for our impact - but for the quality of the product we deliver.
About The Role
We're looking for a proven SaaS leader to join our stellar Customer Success team and serve 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 responsible for 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 is a role for someone who thrives at the intersection of people leadership and operational excellence. You'll build the workflows, playbooks, and KPIs that enable your team to manage large books of business with precision, and you'll own the design and oversight of automated service motions that scale our SMB coverage without sacrificing quality.
Key Responsibilities
- Lead Fundraise Up's LATAM-based SMB & Mid-Market Customer Success team, coaching and developing CSMs to manage high-volume books of business with strong retention and satisfaction outcomes.
- Design and oversee an AI-driven service motion for the SMB customer segment, building automated touchpoints, escalation paths, and human-in-the-loop processes that deliver consistent value at scale.
- Redeploy and develop CSMs against our mid-market customer base, establishing the account management rhythms, QBR cadences, and success plans needed to drive growth.
- Build and maintain the workflows, playbooks, and KPIs that enable the team to manage 100+ accounts each with a consistent, high standard of engagement.
- Drive process discipline across a fully remote, international team - ensuring precise communication, rapid resolution, and accountability to timelines.
- Oversee the full customer lifecycle from kickoff through implementation, 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.