Director, Customer Success - SMB & MM

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.

Identify and mitigate churn risk proactively; maintain industry-leading retention across the SMB and mid-market cohorts.

Develop and coach the team on growth motions - referrals, upsell, cross-sell, and expansion -- within an existing customer base.

Ensure the team delivers robust, structured product feedback to inform the roadmap and drives adoption of new features.

Collaborate with Implementation and Support teams to optimize launch quality and maximize early customer revenue.

At Fundraise Up, AI is a default tool, not an experimental one. We expect every team member to actively use AI in their day-to-day work, identify where AI can change the shape of problems in their function, and grow their fluency as the tools evolve. You should already be using AI meaningfully in your work and understand where it adds value and how it can improve the way you operate.

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 discuss complex business and technical topics with confidence; must be effective with international customers and colleagues.

Demonstrated experience building or overseeing AI-driven or automated customer service workflows -- you don't need to be an engineer, but you need to be able to design, manage, and iterate on these processes.

Strong management skills with a 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 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.

We expect every team member to actively use AI in their day-to-day work, identify where AI can change the shape of problems in their function, and grow their fluency as the tools evolve. You should already be using AI meaningfully in your work and understand where it adds value and how it can improve the way you operate.

Compensation

The compensation range for this role is $140,000 - $152,000 USD (On-Target Earnings).

Final compensation will be determined based upon relevant experience, skills, qualifications, and alignment with the role's requirements.