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.

• 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.