Customer Success Manager

Summary

Join Pushpay as a Strategic Customer Success Manager and play a key role in building and maintaining relationships with enterprise clients. You will be responsible for customer retention, renewal rates, and business growth within a specific portfolio. This quota-based role involves structuring contracts, ensuring customer value realization from the Pushpay platform, and proactively engaging with senior customer contacts. Success will be measured by annual renewal dollars, expansion, upsell, and increased giving through the platform. You will contribute to customer success through deployment, adoption, and usage support. This position offers a competitive compensation package and benefits.

Requirements

• Bachelor’s Degree or additional equivalent years of experience
• At least 5 years of experience in inside sales, account management, renewal team management, and maintenance renewal process
• Working knowledge of Salesforce.com or a similar CRM system
• Proven track record with quota/target attainment
• Ability to build relationships with large account sets
• Experience managing large, strategic accounts
• Ability to build relationships with key executives, senior management, and decision-makers internally and with customers
• Excellent written and verbal communication skills; ability to communicate complex technology and problems simply
• Comfort speaking in small groups or leading presentations to large groups
• Ability to identify and tackle challenges and work with a team to find solutions
• Strong work ethic; self-directed and resourceful
• Ability to manage a transactional work environment, excel at time management and prioritization
• Impeccable business acumen
• Ability to handle details accurately and timely; manage opportunities, customer interactions, and key projects with attention to detail
• Strong interpersonal skills; top-notch customer service and communication skills
• Ability to set and achieve goals; desire to over-perform
• Desire to learn about how things work and understand customer needs in detail
• Enjoyment of fast-paced roles and adaptability to change and ambiguity

Responsibilities

• Ensure customer retention, renewal rate, and increased business in a specific book of accounts
• Structure contract terms and pricing that drive business objectives
• Interact and build relationships with customers to ensure they are using and seeing value from their Pushpay platform
• Achieve goals including annual renewal dollars, expansion, and upsell of products
• Grow giving through the Pushpay platform
• Ensure customer success by being dedicated to making our customers successful in their deployment, adoption, and usage of Pushpay
• Proactively build and grow relationships with senior staff and executive contacts of these strategic customers
• Manage the full-cycle renewal process from prospect to close
• Complete Discovery Calls with Decision Makers
• Negotiate and Close deals
• Other related duties as assigned
• Achieve revenue retention targets and goals
• Help organizations deploy and use Pushpay and engage with their givers to drive adoption
• Sell additional products and features
• Make a large volume of calls and emails to work with key customers with complex needs
• Provide expert assistance with Pushpay’s products, including training, deployment, and giver adoption
• Lead business review presentations on-site with customers (when travel restrictions are lifted)
• Grow relationships and engagement with senior and C-level executives with strategic customers

Preferred Qualifications

Previous experience working with Not-for-Profit, Education, or Faith verticals and/or background in software

Benefits

• 100% employer-paid premiums for Medical, Dental, and Vision for employee
• 70%+ employer-paid premiums for Medical, Dental, and Vision for dependents
• 401K match
• Remote work option
• 12 paid company holidays
• 2 paid Volunteer Time Off days
• 15 days PTO to start, increases with tenure (PTO varies by position)
• Paid parental and adoption leave