• 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.

• Du baust vertrauensvolle und langfristige Kundenbeziehungen auf und bist die zentrale Ansprechperson für unsere Kunden. • Du begleitest Kunden aktiv bei der Einführung, Nutzung und Weiterentwicklung unserer Lösungen und Services. • Du unterstützt Kunden dabei, den größtmöglichen Mehrwert aus unseren Produkten zu ziehen und diese erfolgreich in ihre Prozesse zu integrieren. • Du identifizierst Herausforderungen, Bedürfnisse und Entwicklungspotenziale und entwickelst gemeinsam mit den Kunden passende Lösungsansätze. • Du führst regelmäßige Kunden- und Strategiegespräche, um Zufriedenheit, Nutzung und Wachstum nachhaltig zu fördern. • Du sammelst Kundenfeedback und leitest daraus konkrete Impulse für die Weiterentwicklung unserer Produkte, Prozesse und Customer-Success-Aktivitäten ab. • Du erkennst Chancen für Kundenwachstum und stärkere Produktnutzung und arbeitest eng mit internen Teams zusammen, um diese Potenziale zu realisieren. • Du übernimmst Verantwortung für eigene Projekte und Initiativen zur Verbesserung der Customer Experience. • Du repräsentierst die fino data services GmbH bei Kundenterminen, Online-Events, Messen und Branchenveranstaltungen.

Role Description We're hiring a CRM Manager to own the performance of every messaging & form journey a prospect experiences when they’re in-market. That means designing, testing and continuously improving the communication sequences that nudge a prospective buyer from "I filled in a form" to "I'm ready to purchase". You'll be the person who turns lifecycle messaging from a set-and-forget asset into a constantly improving conversion engine. Our focus for this area consists of: - More test drives booked - More meaningful engagement with the automotive brands - Lower drop-off at every step of the journey You'll work with our product, engineering, customer success and OEM client teams, and you'll have direct ownership of a portfolio of journeys running across multiple brands. Key Responsibilities - Own the conversion funnel for end-customer communication journeys across WhatsApp, SMS and email, from first touch after lead capture through to post-order engagement. - Design, build and ship A/B and multivariate tests on copy, timing, cadence, channel mix, personalisation, CTAs and journey structure. Ship tests weekly, not quarterly. - Analyse performance at every step of the funnel. Identify the biggest drop-off points, form hypotheses, and prioritise the experiments that will move the metric most. - Build a testing roadmap per OEM client and per vehicle segment, balancing quick wins with bigger structural bets. - Write and edit messaging copy that converts. You'll partner with brand and creative where needed, but you should be comfortable drafting strong WhatsApp, SMS and email copy yourself. - Develop best-practice playbooks for journey design (welcome flows, nurture, reminder sequences, re-engagement, post-test-drive follow-up) that we can roll out across our OEM clients. - Partner with product and engineering to feed learnings back into the Convert roadmap, influencing what we build next. - Report results clearly to internal stakeholders and OEM clients, with crisp narratives around what we tested, what we learned, and what's next. - Stay close to deliverability and compliance across each channel (GDPR, opt-in handling, WhatsApp Business policy, SMS sender ID rules) so our experiments ship without surprises. Qualifications - 3+ years in CRM journey management, conversion rate optimisation, lifecycle marketing, growth or messaging-led roles, with a track record of measurably improving conversion through experimentation. - Demonstrable experience running structured experimentation programmes (A/B tests, multivariate tests, holdout groups) and a clear point of view on what good experimental design looks like. - Hands-on experience with at least two of WhatsApp Business, SMS, RCS and email as conversion channels, ideally across high-volume B2C journeys. - Strong analytical mindset. You're comfortable interrogating funnel data, working with cohort analysis, calculating statistical significance, and pulling insight from messy datasets. - Strong copywriting instincts and the confidence to write short-form conversion copy yourself. - Comfort working with marketing automation, journey orchestration or CDP tools (e.g. Braze, Iterable, HubSpot, Customer.io, Klaviyo or similar). - A bias toward shipping. You'd rather get a test live this week than design the perfect framework for next quarter. - Excellent communication: you can present results and recommendations clearly to both internal product teams and senior client stakeholders. Nice to have - Experience working with automotive, big-ticket consumer or considered-purchase verticals. - Experience running messaging at scale for enterprise clients or across multiple brands. - SQL or comfort working directly with data warehouses (BigQuery, Snowflake, Redshift). - Familiarity with the lead generation stack (paid social lead ads, lead capture forms, CRM integrations). - A working understanding of LLM-assisted personalisation in messaging journeys. Benefits - A holiday entitlement of 24 days, increasing a day each year, capped at 28. - Budget to attend conferences or courses to further your development. - Flexibility to take courses or time on personal goals. - Maternity and Paternity - Family comes first, so we have a package that means you can spend the time you need with your growing family. - Health plan covering medical cover as well as dental, vision, hearing, mental health, cancer, rewards points and more. - Share options in the company with very favourable option agreements. - A company pension scheme contribution. - Discounts and perks with CharlieHR. - Life Assurance and Income Protection policies. - Electric Car Scheme. - Salary Sacrifice.