Application Guide

How to Apply for Director, Customer Success - SMB & MM

at Fundraiseup

🏢 About Fundraiseup

Fundraiseup is a fast-growing SaaS company that powers fundraising for nonprofits globally, with a focus on AI-driven optimization and automation. They offer a remote-first culture with a strong LATAM team, making them an attractive option for leaders passionate about mission-driven work and cutting-edge technology.

About This Role

This role leads a remote LATAM-based Customer Success team for SMB and Mid-Market segments, with a unique focus on designing AI-driven service motions and automated workflows. You'll drive retention and growth at scale, making a direct impact on customer outcomes and company revenue.

💡 A Day in the Life

A typical day starts with a stand-up with your LATAM team, reviewing KPIs and escalations. You'll then analyze customer data to refine automated workflows, collaborate with product on feature adoption strategies, and meet with key mid-market accounts to drive expansion. Afternoons involve building playbooks, reviewing team performance, and aligning with Sales and Marketing on customer journey improvements.

🚀 Application Tools

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Interview Prep

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🎯 Who Fundraiseup Is Looking For

  • Has 8+ years of B2B SaaS CS experience, specifically with SMB and mid-market accounts, and 4+ years leading teams in high-growth environments.
  • Has hands-on experience building or overseeing AI-driven/automated customer service workflows, not just managing them.
  • Is fluent in English and skilled at managing remote, international teams, with a track record of developing talent in LATAM.
  • Thrives on designing scalable processes, playbooks, and KPIs to manage large books of business with precision.

📝 Tips for Applying to Fundraiseup

1

Highlight specific examples of AI or automation projects you've led in CS, including metrics on efficiency gains or customer satisfaction improvements.

2

Emphasize your experience managing remote LATAM teams—mention time zones, cultural nuances, or tools used for async communication.

3

Tailor your resume to show data-driven results in retention, expansion, and NPS for SMB/mid-market segments.

4

In your cover letter, reference Fundraiseup's mission (nonprofit fundraising) and how your skills align with their AI-driven approach.

5

Prepare a brief pitch on how you would design an automated service motion for SMB customers, including example workflows or escalation paths.

✉️ What to Emphasize in Your Cover Letter

['Your experience leading remote CS teams in LATAM and scaling processes for SMB/mid-market.', "Concrete examples of AI-driven or automated customer workflows you've implemented.", 'Your ability to build playbooks and KPIs that drive precision at scale.', "Passion for Fundraiseup's mission and how your leadership can contribute to their growth."]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Understand Fundraiseup's product: how it uses AI to optimize donation forms, recurring giving, and A/B testing for nonprofits.
  • → Read about their company culture and remote work policies, especially regarding LATAM teams.
  • → Look into their customer base: typical SMB and mid-market nonprofits, their pain points, and how CS can drive value.
  • → Check recent news or blog posts about their AI initiatives or customer success innovations.

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Describe how you would design an AI-driven service motion for SMB customers from scratch.
2 How do you manage a large book of business (e.g., 500+ accounts) with a small team? Walk through your playbook.
3 Give an example of a time you improved retention for a mid-market segment using data and automation.
4 How do you handle performance management for a remote team in different time zones?
5 What KPIs would you prioritize for SMB vs. mid-market, and why?
Practice Interview Questions →

⚠️ Common Mistakes to Avoid

  • Don't focus solely on enterprise experience—this role is specifically for SMB and mid-market, so emphasize scale and automation.
  • Avoid generic leadership examples; be specific about remote team management and AI/automation.
  • Don't ignore the LATAM component—if you haven't managed LATAM teams, address how you'll adapt and learn.

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Fundraiseup!

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