Job Description
Why You Should Join Us
We're growing fast, and there are plenty of opportunities to advance! Join a team that is making a meaningful impact in the nonprofit sector.
Highlights
OTE (On-Target Earnings): $150,000 - $180,000
Base Salary: $120,000 - $144,000
Location: Remote (North America)
Stock Options
About Us
We're a rapidly expanding company dedicated to transforming online fundraising for nonprofits. Our innovative platform provides a fast, seamless donation experience that helps nonprofits maximize their fundraising potential. Each month, millions of dollars are donated globally through our platform, supporting organizations like UNICEF, the Alzheimer's Association, and many others.
About the Role
We are looking for a seasoned SaaS leader with a passion for nonprofits and a proven track record in scaling and leading teams. As Head of Customer Success for Enterprise Accounts, you'll play a key role in building and leading a team of Customer Success Managers (CSMs) focused on our largest and most strategic nonprofit customers. Your leadership will ensure that we drive engagement, foster growth, and deliver impactful results for these organizations.
In this role, you'll have the chance to shape workflows, develop playbooks, and empower CSMs to maximize the value our customers gain from our platform. You'll be instrumental in building relationships with executive stakeholders, providing strategic guidance on digital fundraising, and uncovering new revenue opportunities.
Key Responsibilities
Lead the Enterprise Customer Success team, ensuring strong engagement and satisfaction across large, high-value accounts.
Create and implement effective workflows, playbooks, and KPIs to guide account management and customer growth.
Oversee CSMs in managing customer lifecycles, from onboarding to long-term relationship building.
Collaborate with Sales, Marketing, Implementation, and Product teams to execute growth strategies.
Drive the adoption of new features and proactively manage customer risk to ensure retention.
Mentor CSMs to ensure high customer satisfaction, smooth issue resolution, and constructive feedback loops.
Identify growth opportunities (upselling, cross-selling) and establish trusted advisor relationships with customers.
Foster a positive, remote work culture with a focus on delivering customer value and exceeding KPIs.
Skills and Qualifications
8+ years of experience in B2B or B2B2C SaaS Customer Success.
Nonprofit experience is a strong plus.
At least 4 years of experience leading Customer Success teams for enterprise accounts within rapidly scaling SaaS organizations.
Strong management skills, with the ability to earn trust and build an even stronger Customer Success team.
Experience with CRMs, data/integration, digital marketing, Google Analytics, and email marketing.
Proven ability to communicate, present, and influence C-level customer stakeholders.
Experience working with international teams, particularly from Eastern Europe, is a plus.
Ability to drive team success through clear KPIs.
Close collaboration with the Director of Customer Success to strategize, plan, and deliver results.
Benefits
We offer a competitive compensation package, including:
15 vacation days, 7 company holidays, plus 3 floating holidays and 5 sick days.
401(k) plan with company match.
FSA Spending Account.
100% company-paid short-term disability, long-term disability, basic life insurance, and AD&D.
Health, Dental, and Vision insurance covered at 100% for employees, 80% for employees with dependents, and 70% for employees with family coverage.
Paid parental leave.
Remote work flexibility.
Please Note: All official communication will come from our official domain. Be cautious of emails claiming to be from us that do not originate from this domain.
Employment Type: Full-Time
Salary: $ 150,000.00 180,000.00 Per Year
Job Tags
Holiday work, Full time, Temporary work,