This opportunity is brought to you by Jobgether in collaboration with Fundraise Up. We are on the lookout for an experienced VP of Customer Success in North America.

In this pivotal leadership role, you will lead and enhance a global Customer Success organization committed to achieving remarkable results for customers in various sectors, including enterprise, strategic accounts, mid-market, and SMBs. Your primary mission will be to amplify customer retention, drive growth, and ensure long-term value by implementing best practices throughout the customer journey. You will collaborate closely with Product, Sales, Marketing, and Implementation teams to guarantee alignment and flawless execution. Your strategic guidance will be vital in cultivating trustworthy relationships with customers and internal teammates while scaling a high-performing, customer-oriented team.

Key Responsibilities:

• Inspire, guide, and expand a global Customer Success team, promoting a culture of accountability, excellence, and customer focus.
• Take ownership of customer health and retention metrics by proactively identifying potential issues and driving performance using KPIs and OKRs to maintain strong retention and net revenue retention (NRR).
• Develop and implement efficient processes for onboarding, retention, and growth, ensuring operational excellence in follow-ups, internal communications, and transitions.
• Support Customer Success Managers in conducting impactful quarterly business reviews (QBRs), crafting success plans, and engaging executives, while equipping them to clearly communicate ROI and influence decision-makers.
• Collaborate with Sales and Product teams to pinpoint upsell and cross-sell opportunities, executing value-selling strategies to enrich relationships with enterprise accounts.
• Act as a senior escalation resource, advocating for customer needs and ensuring effective collaboration with international teams and critical internal departments such as Implementation, Marketing, and Product.
• Oversee the collection of customer feedback to inform product roadmap priorities and be the voice of the customer in executive discussions.
• Utilize data and insights to enhance lifecycle engagement, improve product adoption, and create advocacy through scalable playbooks and customer success methodologies.

• A minimum of 12 years of experience in B2B or B2B2C SaaS Customer Success, with at least 7 years in leadership roles.
• Proven track record in managing large, global Customer Success teams, with bonus points for experience in LATAM or Eastern European markets.
• Demonstrated success in scaling Customer Success operations and achieving high retention rates and NRR in rapidly expanding SaaS settings.
• Strong knowledge of customer lifecycle management, account and success planning, and engaging enterprise customers.
• A commanding executive presence with the ability to build trust and influence C-level stakeholders.
• Familiarity with CRM systems, digital marketing tools, Google Analytics, and integration platforms.
• Preferred: Experience working with or supporting nonprofit organizations.

• Comprehensive health, dental, and vision insurance fully covered for employees, with partial coverage for dependents and family members.
• Flexible Spending Account (FSA) options available.
• Remote or hybrid work arrangements accommodating a globally distributed team.
• Generous leave policy including 15 vacation days, 7 company holidays, plus 3 floating holidays and 5 sick days.
• 401(k) retirement plan with a company matching contribution.
• Completely company-paid disability insurance (short-term and long-term), basic life insurance, and AD&D coverage.
• Paid parental leave (12 weeks for primary caregivers, 6 weeks for secondary caregivers).

Jobgether is a Talent Matching Platform that collaborates with organizations worldwide to effectively connect top talent with the right career opportunities through AI-driven job matching.

Upon applying, your profile will undergo our AI-powered screening process, designed to identify exceptional candidates efficiently and equitably.

Our AI thoroughly evaluates your CV and LinkedIn profile, examining your skills, experience, and achievements.

It compares your profile to the essential requirements of the job and historical success factors to ascertain your match score.

Based on this analysis, we automatically shortlist the top three candidates with the highest match to the role.

When necessary, our human team may conduct an additional manual review to ensure that no strong profile is overlooked.

This process is transparent, skills-based, and free from bias—focusing solely on your suitability for the position. After completion of the shortlist, we share it directly with the recruiting company. Final decisions and next steps, including interviews or further assessments, will be made by their internal hiring team.

We appreciate your interest!