Director, Customer Success – SMB & MM

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Lead the LATAM-based SMB & Mid-Market Customer Success team at Fundraise Up, guiding and nurturing Customer Success Managers (CSMs) to handle extensive portfolios while achieving high retention and satisfaction rates.

• Develop and manage an AI-enhanced service strategy for the SMB customer segment, creating automated touchpoints, escalation protocols, and human-in-the-loop processes that consistently deliver value on a large scale.

• Reassign and cultivate CSMs to focus on our mid-market customer segment, establishing account management routines, Quarterly Business Review (QBR) schedules, and success plans that foster growth.

• Create and sustain workflows, playbooks, and key performance indicators (KPIs) that empower the team to oversee 100+ accounts, maintaining a unified and high standard of engagement.

• Foster process discipline within a fully remote, international team, ensuring effective communication, swift problem resolution, and accountability to established timelines.

• Supervise the complete customer lifecycle from initiation through implementation, launch, account planning, and ongoing growth.

• Collaborate closely with the Director of Customer Success and cross-functional leaders in Sales, Marketing, Implementation, and Product to execute growth strategies and enhance the customer experience.

• Proactively identify and address churn risks; maintain industry-leading retention rates across both the SMB and mid-market segments.

• Mentor and guide the team on growth strategies—referrals, upselling, cross-selling, and expansion—within the existing customer base.

• Ensure the team provides comprehensive, structured product feedback to inform the development roadmap and promotes the adoption of new features.

• Work alongside Implementation and Support teams to enhance launch quality and maximize initial customer revenue.

• At Fundraise Up, AI is a standard tool, not an experimental one. We anticipate every team member to integrate AI into their daily tasks, recognize opportunities where AI can reshape challenges in their role, and enhance their proficiency as the tools evolve. You should already be using AI effectively in your work, understanding its value and the improvements it can bring to your operations.

⛳️ Requirements

• Minimum of 8 years of experience in B2B or B2B2C SaaS Customer Success.

• At least 4 years of experience leading Customer Success teams managing SMB or mid-market accounts in fast-growing SaaS companies.

• Proficient in English, capable of discussing intricate business and technical subjects with confidence; must effectively engage with international customers and colleagues.

• Proven experience in developing or managing AI-driven or automated customer service workflows—engineering skills are not required, but you should be able to design, oversee, and refine these processes.

• Strong management capabilities with a demonstrated history of building disciplined and highly engaged remote teams.

• Experience in hiring, onboarding, and developing teams based in LATAM.

• Established ability to create and implement playbooks, KPIs, and operational frameworks at scale.

• Proven track record of communicating with and influencing C-level customer stakeholders.

• Familiarity with CRMs, data integrations, digital marketing tools, Google Analytics, and email marketing platforms.

• Experience working with or for non-profit organizations is a significant advantage.

• We expect all team members to actively utilize AI in their daily operations, identify how AI can transform their challenges, and evolve their proficiency with these tools. You should already be employing AI meaningfully in your work and comprehend where it provides value and enhances your operational efficiency.

🏝️ Benefits

• Comprehensive private health insurance, including dental and vision coverage.

• Contributions to national healthcare.

• Pension plan.

• English language courses (50% reimbursement, up to $1,000 annually).

• Gym or swimming pool membership (50% reimbursement, up to $500 annually).

• Reimbursement for co-working space expenses (up to $250 monthly).

• Fully remote work arrangements.

• Generous home office stipend to enhance your remote workspace.

• Annual professional development stipend to support your growth (e.g., workshops, courses, and seminars).

• Charitable giving program and paid time off for volunteering with registered non-profits.