Customer Success Manager, Colombia, Remote

Highlights

• OTE (On-Target Earnings): $43,750
• Base Salary: $30,000
• Location: remote in Colombia
• Stock options

About Fundraise Up

At Fundraise Up, we are reimagining the fundraising platform to create the most convenient and fastest way to donate to non-profit foundations. Our innovation is aimed at enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform. We are the go-to fundraising solution for some of the world's leading non-profit organizations. The UNICEF, Barack Obama, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.

About the Role

We are looking for you to join our stellar team of customer success managers in serving the world's most impactful non-profits.

Join our team as a Customer Success Manager at Fundraise Up, where you'll foster strong relationships with U.S.-based SMB non-profits, ensuring their satisfaction and growth through expert product support and driving adoption. You'll troubleshoot technical issues, retain customers, and unlock new opportunities.

Success in this role requires deep knowledge of web systems, CRMs, analytics, and data management, combined with excellent consultative communication skills. You should be a self-driven, organized problem-solver ready to thrive in a dynamic start-up setting.

Key Responsibilities

• Provide account management from kick-off, implementation, launch, account planning and through the customers’ life cycle.
• Act as main point of contact for all customer account management matters.
• Be the product expert, provide product usage training/guidance, and technical support.
• Develop trusted advisor relationships with customer stakeholders and executives.
• Deliver Quarterly Account Reviews to customers.
• Retain customers through proactive risk identification and mitigation.
• Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) with existing customers.
• Take ownership of customer escalations and drive speedy resolution.
• Deliver and exceed Growth and Retention performance metrics (KPIs) defined for this role.
• Analyze data through reports and trends and leverage it to drive actions with customers.
• Deliver and articulate value to customers.
• Collaborate with internal teams, including Implementation, Support, and Product, to ensure the highest customer satisfaction.
• Collaborate with product teams to ensure customer feedback is incorporated into product development.

Skills and Qualifications

• 5 years as a CSM or Account Manager in B2B/B2B2C …