Customer Success Manager, Strategic

Summary

Join Pushpay as a Strategic Customer Success Manager and build strong relationships with key enterprise customers. You will be responsible for customer retention, renewal rates, and increased business within a specific portfolio. This quota-based role involves structuring contracts and pricing to meet business objectives, ensuring customers utilize and value the Pushpay platform. Responsibilities include driving annual renewal dollars, expanding and upselling products, and fostering customer success through deployment, adoption, and usage of the platform. You will proactively build relationships with senior staff and executive contacts, contributing to high customer satisfaction and retention. The role also includes managing the full-cycle renewal process and leading business review presentations.

Requirements

• Bachelor’s Degree or additional equivalent years of experience
• You have at least 5 years of inside sales, account management, renewal team management and experience with maintenance renewal process
• You’ve used and have working knowledge of Salesforce.com or a similar CRM system
• Must have a strong understanding of the Not-for-Profit, Education, or Faith verticals
• Manage the full-cycle renewal process from prospect to close: Complete Discovery Calls with Decision Makers, Negotiate and Close deals
• Proven track record with quota/ target attainment
• Ability to build relationships with large account sets
• Managed large, strategic accounts in prior roles
• Ability to build relationships with key executives, senior management and decision makers both internally and with your customers
• Excellent Communicator: Strong written and verbal communication skills. You can communicate complex technology and problems, in a simple way. You are comfortable speaking in small groups, or leading presentations in front of large groups
• Problem Solver: You love identifying and tackling the most difficult of challenges and know how to work with a team to get to the best solution. You go the extra mile with a strong work ethic; self-directed and resourceful. Many would describe you as a “self- starter” or “driven”
• Multi-Tasking: The ability to deal with a transactional work environment. You will have to be able to excel at time management and prioritization among many demands. You thrive when you are busy with lots of things to accomplish during the day. You feel a sense of satisfaction when you are able to accomplish a full day of work
• Business Minded: You love learning technology, and have impeccable business acumen
• Detail Oriented: You handle details accurately and in a timely manner. You can effectively manage opportunities, customer interactions, and key projects check points with attention to accuracy and detail
• People Person: You have strong interpersonal skills and strive to maintain strong relationships with your customers and your colleagues. Your customer service and communication skills are top-notch, both over the phone and in email. You see no problem with building relationships with all types of people at all levels within an organization
• Performer: You love to set goals and see those goals through to success. You want to achieve your metrics monthly, quarterly, and annually. You don’t settle for the status quo. You love to “over” perform and can show your successes
• Naturally Curious: You love to learn about why and how things work. Your favorite question as a child was “Why?”. You like to spend time understanding your customer’s needs in detail, and how you can help. You look for ways to be better every day
• Fun and Fast Paced: You like the startup world. You enjoy fast-paced roles, with lots to do. You are ok with change and ambiguity as we grow. You want to work with other fun people, who enjoy learning and helping each other. You know that great teams are made of great people

Responsibilities

• Revenue Retention: You will have targets and goals that ensure our customers stay customers
• Adoption Target: We are here to help our organizations deploy and use Pushpay, but the work doesn’t stop there. We help them engage with their givers and drive adoption beyond the organization
• Upsell: We are building the most powerful engagement platform in the market. You will be responsible to sell additional products and features
• High Sales Activities: You will have the opportunity to work with a significant number of key customers, with at times complex needs, and with that comes a responsibility to make a large volume of calls and emails
• Pushpay Product Training and Assistance: You will be an expert in Pushpay’s products so you are able to help with training, deployment, and giver adoption. This knowledge will help us ensure our successes, which drives both retention and upsell
• Travel: When travel restrictions are lifted, you will lead business review presentations on-site with customers to build relationships, value propositions, and work towards a predetermined outcome of success
• Relational competence: The ability to grow relationships and engagement with senior and C-level executives with our most 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

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
• 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