VP, Customer Success, USA, Remote

Fundraise Up; New York (NY); Remote; USD 196,000 - 210,000; Full time

Job summary

Fundraise Up is seeking a strategic and execution-oriented Vice President of Customer Success to lead the global Customer Success organization. This role involves mentoring a high-performing team, ensuring customer retention, and collaborating across departments to enhance customer value and satisfaction.

Benefits

Health, Dental, and Vision insurance covered at 100%

Remote or Hybrid work options

15 days of vacation plus holidays

401(k) plan with company match

Paid parental leave

Qualifications

• 12+ years of experience in B2B or B2B2C SaaS Customer Success.
• Proven track record in scaling Customer Success functions.
• Strong executive presence with ability to influence C-level stakeholders.

Responsibilities

• Lead and grow a high-performing global Customer Success team.
• Own customer health and retention, driving team performance through KPIs.
• Build processes for seamless onboarding and retention.

Skills

B2B SaaS Customer Success

Account and Success Planning

Customer Lifecycle Management

Team Leadership

Customer Engagement Strategies

Tools

CRMs

Digital Marketing Tools

Google Analytics

Job description

Highlights

• OTE: $280,000 - $300,000
• Base Salary: $196,000 - $210,000
• Location: remote in North America
• Stock options
  
  

About Us

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. UNICEF, The Obama Foundation, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.

About The Role

We're seeking a strategic and execution-oriented Vice President of Customer Success to lead and scale our global Customer Success organization. This senior leader will be responsible for driving customer outcomes across our enterprise, strategic, mid-market, and SMB segments, ensuring retention, growth, and long-term value.

In this role, you'll establish operational excellence throughout the customer lifecycle and foster strong cross-functional alignment with Product, Sales, Marketing, and Implementation.

You are a proven leader with a track record of building and scaling high-performing teams. You bring rigor to process, a passion for delivering exceptional customer experiences, and a sharp focus on driving growth through strategic account planning, product adoption, and value expansion. You'll also serve as a senior point of escalation, building trusted relationships with both our customers' executive teams and internal stakeholders.

Key Responsibilities

• Lead, mentor, and grow a high-performing global Customer Success team, fostering a culture of excellence, accountability, and customer centricity.
• Own customer health and retention, proactively identifying risks and driving team performance through KPIs and OKRs, ensuring high retention and NRR.
• Build and scale processes for seamless onboarding, retention, and growth, enforcing operational rigor in follow-ups, internal communications, and handoffs.
• Guide CSMs in delivering effective QBRs, success plans, and executive engagement, while enabling them to articulate ROI and influence stakeholders.
• Partner with Sales and Product to identify and drive upsell and cross-sell opportunities, guiding value selling strategies to expand relationships in existing enterprise accounts.
• Champion customer needs, serve as the point of escalation, and ensure seamless collaboration with international teams (including Eastern Europe), as well as Chief Customer Officer, Implementation, Marketing, Sales, and Product.
• Ensure strong customer access for Product to gather feedback for roadmap prioritization, representing the voice of the customer in leadership forums.
• Leverage data and insights to improve lifecycle engagement, drive product adoption, and foster customer advocacy, developing scalable playbooks and CS frameworks with international teams.
  
  

Skills and Qualifications

• 12+ years of experience in B2B or B2B2C SaaS Customer Success, including 7+ years in CS leadership roles
• Experience managing large global teams (LATAM is a plus), and collaborating with international product and support teams (Eastern Europe is a plus)
• Proven track record scaling Customer Success functions and delivering high Retention and NRR in high-growth SaaS environments
• Deep understanding of customer lifecycle management, account and success planning, and enterprise engagement
• Strong executive presence with the ability to influence and build trust with C-level stakeholders
• Experience working with CRMs, digital marketing tools, Google Analytics, and integration platforms
• Bonus: Experience working with or supporting nonprofits
  
  

Benefits

• Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family.
• FSA Spending Account.
• Remote or Hybrid work. Our teams are spread globally.
• 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days.
• 401(k) plan with company match.
• 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D.
• Paid parental leave (12/6 weeks).
• Please note: All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company.
  
  

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