Customer Success & Sales Operations Lead, USA, Remote

Highlights

• Location: remote in the USA
• Stock options

About Us

At Fundraise Up, we are reimagining the fundraising platform to create the most convenient and fastest way to donate to non-profit foundations. Our innovation is aimed at enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform. We are the go-to fundraising solution for some of the world's leading non-profit organizations. UNICEF, The Obama Foundation, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.

About the Role

We are seeking a strategic and results-driven Customer Success & Sales Operations Lead to own and optimize our sales and customer success operations, ensuring alignment across revenue-driving teams. This hybrid role combines the strategic execution of Customer Success (CS) Operations and Sales Operations, overseeing the tech stack, process optimization, automation, and tool implementation. You will be instrumental in ensuring seamless workflows between sales and customer success, driving efficiency and revenue growth.

Key Responsibilities

Customer Success Operations:

• Define and execute customer success strategies that enhance customer retention, expansion, and satisfaction;
• Implement and manage customer success software (TBD) and ensure full adoption and integration with Salesforce and other GTM tools
• Oversee customer onboarding, implementation, and technical integrations.
• Track customer health metrics, lifecycle stages, and engagement to proactively identify churn risks and expansion opportunities
• Collaborate with cross-functional teams to ensure seamless handoffs between sales, CS, and product
• Automate customer lifecycle processes to drive efficiency and scalability
• Provide analytics and insights to improve customer experience and operational efficiency.

Sales Operations:

• Own and optimize the sales tech stack, including Salesforce, Salesloft, Orum, Dock.us, ZoomInfo, Cause IQ, LinkedIn Sales Navigator, Clay, Gong, Chili Piper, and Prolifiq
• Develop and refine scalable sales processes that drive pipeline velocity and improve forecasting accuracy
• Manage lead routing, scoring, and automation to improve rep productivity
• Support quota planning, compensation strategy, and performance tracking
• Work closely with marketing to align lead generation, content strategy, and sales enablement
• Evaluate, implement, and optimize sales tools to improve sales team effectiveness.

Cross-Functional Collaboration:

• Serve as the connective tissue between Sales, Customer Success, Marketing, and Product to ensure alignment and efficiency
• Work with finance and leadership to provide real-time data and insights for strategic planning
• Champion automation and AI-driven solutions to enhance both sales and customer success workflows
• Drive process standardization and documentation to scale operations efficiently.

Skills and Qualifications

• 5+ years in Customer Success Operations, Sales Operations, or a related Revenue Operations role
• Strong technical expertise in CRM (Salesforce) and sales/CS tools such as Salesloft, CS Tool (PlanHat, ChurnZero or Similar), HubSpot, Gong, and Chili Piper
• Experience implementing new tools and optimizing existing GTM tech stacks
• Strong data analytics skills to track customer health, forecast sales, and optimize performance
• Ability to drive automation, process improvements, and system integrations to scale both CS and sales functions
• Proven track record of working cross-functionally and influencing senior stakeholders
• Strong problem-solving skills, operational mindset, and a bias for action
• Experience working in a high-growth SaaS or tech environment

Nice to Have:

• Knowledge of CS methodologies (e.g., Customer Health Scoring, NPS tracking, expansion strategies)
• Familiarity with sales methodologies such as MEDPICC or Challenger.

Benefits

• 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days.
• 401(k) plan with company match.
• FSA Spending Account.
• 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D.
• Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family.
• Paid parental leave (12/6 weeks).
• Remote working.