Customer Success Manager

About the Role

The Customer Success Manager plays a key role in building and fostering relationships with our Enterprise customers. You will be quota-based, where you are responsible for the retention, renewal rate, and increased business in a specific book of accounts, including structuring contract terms and pricing that drive business objectives. You will interact and build relationships with our customers to ensure they are both using and seeing value from their Pushpay platform. Your goals will include annual renewal dollars, expansion, and upsell of products, and growing giving through the Pushpay platform. You are here to ensure customer success by being dedicated to making our customers successful in their deployment, adoption, and usage of Pushpay. You will do all of this while creating a strong relationship with our customers based on value realization. The customer satisfaction you foster will help you retain our customers.

What You'll Do

• 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 for selling additional products and features.
• High Sales Activities: You will have the opportunity to work with hundreds of customers, and with that come 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. Other related duties as assigned.
• Travel: On-site meetings are expected in this role. You must be able to travel with your direct reports to build customer relationships and increase value proposition.

What You'll Bring

• 5 years+ of sales, account management, renewal team management or customer success experience with Enterprise Customers.
• Bachelor’s Degree or additional equivalent years of experience.
• Proven track record with quota/ target attainment.
• Ability to build relationships with large account sets.
• Managed 100+ large, enterprise accounts in prior roles.
• Experienced. You’ve used and have working knowledge of Salesforce.com or a similar CRM system. Experience with maintenance renewal process, Not-for-Profit, Education, or Faith verticals and/or background in software preferred.
• Manage the full-cycle renewal process from prospect to close. Complete Discovery Calls with Decision Makers, Negotiate and Close deals.
• 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.
• 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.
• 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.
• Performer. You love to set goals and see those goals through to success. You want to achieve your metrics monthly, quarterly, and annually.
• Naturally Curious. You love to learn about why and how things work. Your favorite question as a child was “Why?”.
• Fun and Fast Paced. You like the startup world. You enjoy fast-paced roles, with lots to do.