Manager, Customer Success

Seattle, WA, United States

About The Team

Be a part of building the team that ensures our customers have a true partner and advocate in the successful adoption and use of our solutions. Through thoughtful deployment, training and ongoing support, our team delivers a world class experience enabling our customers to achieve their organizational goals.

About The Role

At Pushpay, the Manager, Customer Success will play a key role in leading a team building and fostering relationships with our customers. You will manage a team that is responsible for the retention, renewal rate and increased adoption across our small to middle market customer segment. You will interact with and build relationships with our customers, other Pushpay and Church Community Builder leaders, and with your team. You will foster and grow a culture of success, excellence and continued development. Your team goals will include annual renewal dollars, expansion and upsell of products and increased giving through the Pushpay platform. You will be evaluated on your ability to engage your team, facilitate learning and sharing and growth of your people. In the end you and your team will be dedicated to making our customers successful in their deployment, adoption and usage of Pushpay. This role requires strong attention to detail, excellent written and verbal communication and problem-solving skills, as well as experience managing customer success/account management teams. Experience in the SaaS space is a major plus. This role reports to the Director of Customer Success.

Ranked number 14 by Seattle Business Magazine in the ‘ Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘ Best Places to Work ’ in both Seattle and Dallas for 2024.

Benefits And Compensation

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee

70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents

401K match

Hybrid work model - 3 days in the office / 2 days remote each week (COS/Seattle area)

Remote (only approved states outside of WA and CO)

12 paid Company Holidays

2 paid Volunteer Time Off days

15/20/25 days PTO,15 days to start, increases with tenure and seniority.

Paid parental and adoption leave

Compensation Range: $102,800 - $125,000, depending on location.

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

The following states are approved as remote work locations for this position: AR, AZ, CA, CO, FL, GA, IA, MD, MI, MO, NC, NY, OH, OK, PA, SC, TN, TX, WA. All other states are not in consideration for this role at this time.

(COS - Hybrid; Seattle / Redmond - Hybrid; Remote applies to out of COS / Seattle area)

What You'll Do

People Development and Key Skill Development: We put people first. The best team of people outperform, have solid conversions and ultimately build strong relationships with our customers.

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

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.

Over Communicate: You will default to over-communication as we operate in a no-surprises environment. This will take the form of formal reporting, team meetings/huddles, informal updates, etc. You will confront the brutal facts so that we can ensure our teams and business are growing and learning.

Other related duties as assigned.

What You'll Bring

Experienced. You have at least 3-5 years of experience managing a small business segment, customer success team, account management team or renewal team. Experienced with a one to many/shared CSM model. You’ve used and have working knowledge of Salesforce.com or a similar CRM system. Ideally, you have experience with Salesforce, Tableau & GainSight. Experience with maintenance renewal process, Not-for-Profit, Education, or Faith verticals and/or background in software is preferred. Bachelor's Degree is preferred.

Excellent Communicator. Strong written and verbal communication skills. You can communicate complex technology and problems in a simple way. You are a teacher and take the time to explain the “WHY” we do things. You foster an open environment for your team. You effectively communicate with all levels of an organization. You are extremely comfortable presenting to customers, large groups, or company events.

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; you are self-directed and resourceful. Many would describe you as a “self- starter” or “driven.” You have built teams before, and are keenly aware of the gaps that need to be addressed as we build a startup team into a world class team. Monitor customer health and create risk mitigate plans where appropriate.Route the correct internal resources to address product- or functionality-related questions from customers

Multi-Tasking/Time Management. You flourish in a “hair on fire” environment; in fact, you would have it no other way. You excel at time management and prioritization among many demands. You know how to organize yourself so that you accomplish the critical few tasks each day. 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. You understand and have worked in different verticals and markets, and have learned about many different roles. All of this knowledge you use to make your teams better.

Detail Oriented. You handle details accurately and in a timely manner. You can effectively manage opportunities, customer interactions, and key projects’ checkpoints with attention to detail. You are comfortable building reporting, and looking at your business analytically.

People Person. You have strong interpersonal skills and strive to maintain strong relationships with your team, your customers and your colleagues. Your customer service and communication skills are top-notch in person, over the phone and in email. You see no problem with building relationships with all types of people at all levels within an organization. You are able to connect and lead from your heart.

Performer. You love to set goals and see those goals through to success. You want to achieve your metrics monthly, quarterly, and annually. Identify and develop new opportunities for expanding customer’s investment in our offerings. You help your team around you succeed and hold them accountable to their goals. After all, you are only successful through them. 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.

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!

#J-18808-Ljbffr