Director, Customer Success - SMB & Mid-Market

About the role

Fundraise Up is seeking a proven SaaS leader to head its Customer Success organization for SMB and Mid‑Market nonprofit customers. The Director will manage a remote LATAM‑based team, drive engagement, retention and growth, and pioneer an AI‑driven service model for the SMB segment.

Key responsibilities

• Lead and coach LATAM‑based Customer Success Managers handling high‑volume accounts.
• Design and oversee AI‑driven service motions, including automated touchpoints and human‑in‑the‑loop processes.
• Develop account‑management rhythms, QBR cadences and success plans for mid‑market customers.
• Create and maintain workflows, playbooks and KPIs to manage 100+ accounts with consistent engagement.
• Ensure process discipline across a fully remote, international team.
• Own the full customer lifecycle from kickoff through implementation, launch, planning and expansion.
• Partner with Sales, Marketing, Implementation and Product leaders to execute growth strategies.
• Proactively identify churn risk and maintain industry‑leading retention rates.
• Coach the team on referrals, upsell, cross‑sell and expansion initiatives.

Required profile

• Demonstrated success leading SaaS customer success teams, preferably in a remote environment.
• Experience designing AI‑enabled service models and scalable operational processes.
• Strong track record of driving retention, satisfaction and revenue growth for SMB and mid‑market customers.

Required skills