Director, Customer Success – SMB & MM

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

📋 Description

• Lead the LATAM-based SMB & Mid-Market Customer Success team at Fundraise Up, mentoring and developing Customer Success Managers (CSMs) to effectively manage high-volume portfolios with a focus on retention and customer satisfaction.

• Design and supervise an AI-driven service approach for the SMB customer segment, creating automated touchpoints, escalation pathways, and human-in-the-loop processes that consistently deliver value at scale.

• Redeploy and cultivate CSMs within our mid-market customer segment, establishing account management rhythms, quarterly business review (QBR) cadences, and success plans to stimulate growth.

• Construct and maintain workflows, playbooks, and key performance indicators (KPIs) that empower the team to oversee 100+ accounts, ensuring a consistently high level of engagement.

• Promote process discipline within a fully remote, global team, guaranteeing clear communication, swift resolution, and accountability to timelines.

• Manage the complete customer lifecycle from project kickoff through implementation, launch, account planning, and ongoing expansion.

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

• Proactively identify and address churn risks; maintain industry-leading retention rates for both SMB and mid-market cohorts.

• Develop and coach the team on growth strategies, including referrals, upselling, cross-selling, and expansion within the existing customer base.

• Ensure the team provides comprehensive and structured product feedback to guide the roadmap and promote the adoption of new features.

• Work alongside Implementation and Support teams to enhance launch quality and maximize early revenue from customers.

⛳️ Requirements

• Over 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 within rapidly growing SaaS companies.

• Proficient in English, capable of discussing complex business and technical subjects with confidence; must be effective in interactions with international customers and colleagues.

• Proven experience in creating or managing AI-driven or automated customer service workflows; while engineering skills are not required, the ability to design, manage, and refine these processes is essential.

• Strong leadership capabilities with a history of building disciplined, highly engaged remote teams.

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

• Demonstrated success in building and executing playbooks, KPIs, and operational frameworks on a large scale.

• Proven ability to effectively communicate and influence C-level stakeholders among customers.

• 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 anticipate that every team member will actively utilize AI in their daily tasks, identify opportunities where AI can transform challenges in their role, and enhance their proficiency as the tools evolve. You should already be leveraging AI in meaningful ways within your work and recognize its value in improving operational efficiency.

🏝️ Benefits

• Private health insurance and dental assistance

• Life insurance

• Meal voucher

• 30 calendar days of paid annual leave per year

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

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

• Co-working space reimbursement (up to $250 monthly)

• Fully remote working

• Generous home office stipend to support your remote workspace

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

• Charitable giving program and paid volunteer time off with registered non-profits