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About Us
Tether Operations Limited is reimagining the fundraising platform to create a 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.
About the Role
As a seasoned customer success professional, you will lead Fundraise Up's SMB (small & mid-size) Customer Success team. Your key responsibilities include developing workflows, playbooks, and KPIs specific to driving success across a growing cohort of approximately hundreds of SMB customers. You will ensure a consistently high level of engagement, growth, and customer satisfaction. You will drive strong process discipline across a remote team of LATAM-based CSMs to ensure precise and timely communication and rapid resolution to requests from international colleagues and customers.
Key Responsibilities
- Lead Fundraise Up's SMB Customer Success team.
- Develop workflows, playbooks, and KPIs to drive success across a growing cohort of SMB customers.
- Drive strong process discipline across a remote team of LATAM-based CSMs.
- Oversee CSMs' effective account management from kick-off, implementation, launch, account planning, and through the customers' life-cycle.
- Work with CSMs to deliver effective Quarterly Account Reviews.
- Closely work with Director of Customer Success in collaboration with our Marketing, Sales, Implementation, and Product teams to execute growth strategies that allow us to quickly scale revenue.
- Maintain our stellar customer retention through proactive risk identification and mitigation.
- Execute on playbooks based on product strategies to drive feature adoption and growth in customers.
- Ensure that the team consistently delivers robust product feedback from customers, as well as coaching the team to drive product adoption and embrace new product features.
- Collaborate with internal teams including Implementation, Support, and Product to ensure highest customer satisfaction and optimized launches to maximize customer revenue.
- Identify, forecast, and develop new growth opportunities (referrals, product up-sell/cross-sell, and expansion) with existing customers.
- Coach and mentor team members on effective selling techniques in a happy customer base.
