Senior Customer Success Director

1 week ago


Greater Toronto Area, Canada Ascend FS Full time

Company Overview

About Ascend FS: We are a leading fundraising solutions provider that partners with nonprofits and foundations to drive innovative lottery programming. Our mission is to support the critical work of our clients, maximizing their revenue to fulfill their missions.

Job Summary:

We are seeking an experienced Enterprise Customer Success Manager to join our team. This role will play a key part in driving the success of high-value clients, overseeing all aspects of their lottery campaigns. You will be responsible for managing campaign development, overseeing marketing execution, and performance analytics, ensuring that all initiatives are aligned with client goals and optimized for success.

Key Responsibilities

  • Act as the primary point of contact for enterprise-level clients, fostering strong relationships and delivering strategic solutions that drive success.
  • Strategically manage a portfolio of charity accounts, with a focus on high-value clients.
  • Proactively identify and address client needs to maximize client retention and satisfaction.
  • Collaborate with clients during the onboarding process to ensure a smooth transition onto our platform and timely campaign launches.
  • Stay informed about lottery regulations in the regions where clients operate and assist clients in maintaining compliance.
  • Develop and manage lottery campaign budgets, themes, and structures, including prizing strategies, ticket tiers, and bonus numbers.
  • Define key metrics and KPIs, and align them with clients' quarterly and annual goals.
  • Identify areas for testing and innovation, ensuring campaigns evolve with new tactics and strategies.
  • Oversee the development and execution of multi-channel marketing campaigns, including email, SMS, paid media, and traditional media.
  • Collaborate with internal teams to ensure campaigns are delivered on time, within budget, and to client expectations.
  • Monitor campaign performance with live dashboards, weekly reports, and post-campaign analyses.
  • Lead quarterly strategy meetings to review performance and optimize future initiatives.

Requirements

  • Bachelor's degree in business, Marketing, or a related field (preferred).
  • Minimum of 5 years in customer success, account management, or a similar role with a focus on enterprise-level clients, preferably in lottery campaigns, SaaS, or digital marketing.
  • Proficient in overseeing digital marketing campaigns, understanding data analytics, and improving performance through insights.
  • Ability to leverage data to drive campaign improvements and optimize results for clients.
  • Excellent communication and relationship-building skills, with a passion for ensuring client success.
  • Proven ability to manage multi-stakeholder projects, balancing strategic initiatives with tactical execution.
  • Strong ability to manage client challenges with creative solutions and a collaborative approach.
  • Estimated Salary: $100,000 - $120,000 per year.


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