VP, Customer Success (Remote - North America)

This position is posted by Jobgether on behalf of Fundraise Up. We are currently looking for a VP, Customer Success in North America.

In this senior leadership role, you will spearhead and expand a global Customer Success organization dedicated to delivering exceptional customer outcomes across enterprise, strategic, mid-market, and SMB segments. Your focus will be on driving customer retention, growth, and long-term value by establishing operational excellence throughout the customer lifecycle. You will work cross-functionally with Product, Sales, Marketing, and Implementation teams, ensuring alignment and seamless execution. Your leadership will be instrumental in building trusted partnerships with both customers and internal stakeholders while scaling a high-performing, customer-centric team.

Accountabilities:

• Lead, mentor, and grow a global Customer Success team, fostering a culture of accountability, excellence, and customer centricity.
• Own customer health and retention metrics, proactively identifying risks and driving team performance via KPIs and OKRs to ensure high retention and net revenue retention (NRR).
• Build and scale efficient processes for onboarding, retention, and growth, ensuring operational rigor in follow-ups, internal communications, and handoffs.
• Guide Customer Success Managers in delivering impactful quarterly business reviews (QBRs), success plans, and executive engagement, while enabling clear articulation of ROI and influence on stakeholders.
• Partner with Sales and Product teams to identify upsell and cross-sell opportunities, leading value-selling strategies to deepen enterprise account relationships.
• Act as a senior escalation point, championing customer needs and ensuring collaboration with international teams and key internal departments such as Implementation, Marketing, and Product.
• Facilitate customer feedback collection for product roadmap prioritization and represent the voice of the customer in leadership forums.
• Leverage data and insights to optimize lifecycle engagement, boost product adoption, and foster advocacy through scalable playbooks and customer success frameworks.

• 12+ years of experience in B2B or B2B2C SaaS Customer Success, with at least 7 years in leadership roles.
• Proven experience managing large, global Customer Success teams, with additional experience in LATAM or Eastern European markets considered a plus.
• Demonstrated success scaling Customer Success functions and achieving high retention and net revenue retention in fast-growing SaaS environments.
• Strong expertise in customer lifecycle management, account and success planning, and enterprise customer engagement.
• Executive presence with the ability to build trust and influence at the C-level.
• Proficiency with CRM systems, digital marketing tools, Google Analytics, and integration platforms.
• Bonus: Experience working with or supporting nonprofit organizations.

• 100% covered Health, Dental, and Vision insurance for employees; partial coverage for dependents and family.
• Flexible Spending Account (FSA).
• Remote or hybrid work options supporting a globally distributed team.
• 15 vacation days, 7 company holidays, plus 3 floating holidays and 5 sick days.
• 401(k) retirement plan with company match.
• Fully company-paid short-term disability, long-term disability, basic life insurance, and AD&D.
• Paid parental leave (12 weeks for primary, 6 weeks for secondary caregivers).

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.

🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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