Customer Success Manager

• 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.

See all jobs on JobTailor

Director, Customer Success – SMB & MM