Role Description The Manager, Customer Success - Operations has primary responsibility for long-term success and retention of current partnerships by utilizing scaled customer success tactics to provide customer service to Meazure Learning’s customers. To accomplish this, the Manager Customer Success - Operations will develop strategies for engaging customers to optimize customer experience and help them achieve successful outcomes with Meazure Learning via CRM tools, data tracking, and scaled service with the Account Services Team. Responsibilities - Design, develop, and implement scaled customer success model with Account Services Team to improve customer retention, satisfaction, and product adoption across low- and mid-tier customer segments. - Build, lead, coach, and develop the Account Services Team and Customer Success Associates. - Lead the Customer Education Team with a focus on developing proactive, value-added educational resources and enablement assets for both internal teams and customers. - Own and manage customer health tracking, engagement activities, and customer success workflows within Totango. - Work on strategic initiatives that support the OneMeazure strategy to standardize and streamline operations across the entire Customer Success organization. - Track and analyze key customer success metrics including retention, adoption, customer satisfaction, engagement, and operational performance. - Provide data-driven insights and recommendations to leadership teams to improve customer outcomes and operational effectiveness. - Support the continued evolution of customer experience frameworks, including onboarding, lifecycle management, customer health scoring, and risk management strategies. Qualifications - Approximately 5+ years of experience in Customer Success, Customer Operations, or a related customer-facing role. - Strong written and verbal communication skills with the ability to engage effectively across teams and customer audiences. - Technical aptitude with proficiency in web-based applications, Google Workspace, and Microsoft Office Suite. - Strong organizational and prioritization skills with the ability to manage multiple initiatives, customer relationships, and operational responsibilities simultaneously. - Strong execution mindset with the ability to develop scalable solutions and operational strategies. - Comfortable using data and metrics to drive decisions, measure impact, and communicate recommendations. - Skilled at troubleshooting and problem-solving using a logical and systematic approach. - Demonstrated professionalism, empathy, patience, and strong interpersonal judgment. Preferred Attributes - Totango, Salesforce, and PowerBI knowledge, experience or expertise. - Zendesk knowledge and ticket management. Benefits - Competitive base salary. - Generous 401(k) plan with immediate vesting (100% of first 3%, 50% of next 2%). - BCBS Health, Dental & Vision Insurance with substantial employer contributions. - Flexible time off policy. - Ongoing professional development opportunities. - Remote and hybrid-first work environment. - A mission-driven culture with supportive, high-performing colleagues.

Role Description The Associate Customer Success Manager (SMB) is an individual contributor responsible for managing a high-volume portfolio of small business customers. This role serves as the primary post-sale point of contact, owning the customer relationship and gross revenue retention (GRR) through consistent execution of SOCi’s defined customer engagement model. The Associate CSM partners with customers to drive product adoption, engagement, and value realization while proactively identifying risks to retention. This role operates within established processes and playbooks, focusing on operational excellence, responsiveness, and effective execution. - Managing a high-volume portfolio of SMB customers - Executing the defined customer engagement model, including cadence-based outreach, success planning, and customer communications - Owning the customer relationship and acting as the primary point of contact for all customer needs and escalations - Driving product activation and early adoption - Monitoring customer health signals and identifying potential churn risks - Escalating risks and coordinating issue resolution with internal teams - Owning retention activities within the assigned book of business and partnering with Sales on renewal negotiations and contracts - Identifying and surfacing potential expansion opportunities to the Sales growth team - Conducting scalable outreach campaigns (email, webinars, digital engagement) - Documenting customer interactions and insights in CRM systems - Partnering cross-functionally with Implementation Services, Support, Product, and Sales Qualifications - 3+ years of experience in customer-facing roles (Customer Success, Account Management, Support, or related field) - Experience managing multiple priorities in a fast-paced environment - Strong written and verbal communication skills - Basic understanding of SaaS business models or technology platforms Requirements - Experience working with SMB customers in a SaaS environment - Familiarity with CRM systems and customer health tools - Exposure to retention or renewal processes - Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent) Benefits - Comprehensive Benefits Package (full-time permanent, non-contract roles only) - Health insurance plans, dental, and vision - Wellness incentives - 401(k) plan with employer match - Flexible Work Environment (full-time, non-contract roles only) - Flexible paid time off - Quarterly wellness days - Paid holidays - Unique employee engagement programs - Empowering Career Growth and Success

• Lead Fundraise Up's LATAM-based SMB & Mid-Market Customer Success team, coaching and developing CSMs to manage high-volume books of business with strong retention and satisfaction outcomes. • Design and oversee an AI-driven service motion for the SMB customer segment, building automated touchpoints, escalation paths, and human-in-the-loop processes that deliver consistent value at scale. • Redeploy and develop CSMs against our mid-market customer base, establishing the account management rhythms, QBR cadences, and success plans needed to drive growth. • Build and maintain the workflows, playbooks, and KPIs that enable the team to manage 100+ accounts each with a consistent, high standard of engagement. • Drive process discipline across a fully remote, international team - ensuring precise communication, rapid resolution, and accountability to timelines. • Oversee the full customer lifecycle from kickoff through implementation, launch, account planning, and ongoing expansion. • Partner closely with the Director of Customer Success and cross-functional leaders across Sales, Marketing, Implementation, and Product to execute growth strategies and optimize the customer journey. • Identify and mitigate churn risk proactively; maintain industry-leading retention across the SMB and mid-market cohorts. • Develop and coach the team on growth motions - referrals, upsell, cross-sell, and expansion -- within an existing customer base. • Ensure the team delivers robust, structured product feedback to inform the roadmap and drives adoption of new features. • Collaborate with Implementation and Support teams to optimize launch quality and maximize early customer revenue.

• Lead Fundraise Up's LATAM-based SMB & Mid-Market Customer Success team, coaching and developing CSMs to manage high-volume books of business with strong retention and satisfaction outcomes. • Design and oversee an AI-driven service motion for the SMB customer segment, building automated touchpoints, escalation paths, and human-in-the-loop processes that deliver consistent value at scale. • Redeploy and develop CSMs against our mid-market customer base, establishing the account management rhythms, QBR cadences, and success plans needed to drive growth. • Build and maintain the workflows, playbooks, and KPIs that enable the team to manage 100+ accounts each with a consistent, high standard of engagement. • Drive process discipline across a fully remote, international team - ensuring precise communication, rapid resolution, and accountability to timelines. • Oversee the full customer lifecycle from kickoff through implementation, launch, account planning, and ongoing expansion. • Partner closely with the Director of Customer Success and cross-functional leaders across Sales, Marketing, Implementation, and Product to execute growth strategies and optimize the customer journey. • Identify and mitigate churn risk proactively; maintain industry-leading retention across the SMB and mid-market cohorts. • Develop and coach the team on growth motions - referrals, upsell, cross-sell, and expansion -- within an existing customer base. • Ensure the team delivers robust, structured product feedback to inform the roadmap and drives adoption of new features. • Collaborate with Implementation and Support teams to optimize launch quality and maximize early customer revenue. • At Fundraise Up, AI is a default tool, not an experimental one. We expect every team member to actively use AI in their day-to-day work, identify where AI can change the shape of problems in their function, and grow their fluency as the tools evolve. You should already be using AI meaningfully in your work and understand where it adds value and how it can improve the way you operate.