Senior Customer Success Manager

About Ascend

Ascend Fundraising Solutions partners with nonprofits and foundations, supporting their fundraising efforts through innovative lottery programming. We help organizations maximize revenue, enabling them to fulfill their critical missions. To date, Ascend has helped raise over $1.4B for charities, and we’re seeking a driven individual to help us further our impact.

Our Customer Success team ensures our clients thrive by delivering tailored solutions and providing expert guidance at every step.

Position Overview

The Enterprise Customer Success Manager (CSM) will play a key role in driving the success of high-value clients, overseeing all aspects of their lottery campaigns, from strategy to project management. 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.

This role requires a collaborative, data-driven approach to continuously test, iterate, and improve strategies that will drive sustainable growth and revenue. The ideal candidate thrives in a performance-based model where both company and client success are intertwined.

Key Responsibilities

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

Requirements

1. Bachelor’s degree in business, Marketing, or a related field (preferred).
2. 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.
3. Proficient in overseeing digital marketing campaigns, understanding data analytics, and improving performance through insights.
4. Ability to leverage data to drive campaign improvements and optimize results for clients.
5. Excellent communication and relationship-building skills, with a passion for ensuring client success.
6. Proven ability to manage multi-stakeholder projects, balancing strategic initiatives with tactical execution.
7. Strong ability to manage client challenges with creative solutions and a collaborative approach.
8. Previous Sales Experience (Preferred): The role requires the ability to attain customer buy-in not only during renewal but continuously throughout the contract term to invest in their lottery program (ad spend, more Early Birds, additional prizing, etc.)

AscendFS is committed to building and preserving an open, inclusive, and healthy work environment. We welcome all applicants to apply to join our team. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if an accommodation is required. We thank you for your interest in working at AscendFS and we will contact those qualified to continue in the recruitment process.