Enterprise Customer Success Manager

Overflow is a Silicon Valley technology company specializing in a B2B SaaS philanthropy platform that enables modern giving across cash, stock, and crypto for nonprofits, churches, and mission-driven organizations.

What You Will Do

• Account Management Excellence: Serve as the named Enterprise Customer Success Manager for a focused book of our most complex, high-value partner organizations. Operate as a true strategic partner to each partner's executive leadership, earning trust through consistent delivery, deep product knowledge, and strategic conversation.

• Multi-Threaded Relationship Management: Build relationships across the full organizational structure of each partner: Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications. Ensure no key stakeholder relationship goes unmanaged.

• Quarterly Giving Reviews: Host four structured giving reviews per year with executive stakeholders at each Enterprise partner to review platform performance, measure giving outcomes, and build strategic cases for investment.

• Monthly Check-Ins: Maintain a consistent monthly check-in cadence with each partner to track engagement and surface emerging needs.

• Partner Visits: Visit partner accounts in person, typically at or near launch and at least once a year, to establish high-trust, long-term partnerships.

• Value Retention and Churn Prevention: Flag risks early, manage the renewal pipeline in HubSpot, and execute tailored churn-save strategies. Navigate difficult renewal conversations with full ownership.

• Strategic Upsells and Expansion: Develop and execute tailored expansion strategies for each Enterprise account, proposing solutions beyond the existing playbook.

• Proactive Strategies and Playbooks: Build annual strategies for each partner and contribute best-practice playbooks to the broader Customer Success team. Mentor junior Customer Success Managers.

• Voice of the Customer: Share structured, high-quality feedback with leadership and Product based on insights from Enterprise accounts, influencing internal strategy.

• Product Advocacy: Educate Enterprise partners on new product releases and roadmap developments, articulating how upcoming changes affect their organizational goals.

KPIs

• 110% Net Revenue Retention (NRR) for owned book of business
• 90% Gross Revenue Retention (GRR) for owned book of business
• 90% on-time renewal closure

What You Should Have

• 5+ years in account management, customer success, or a strategic sales role
• Proven experience managing large, complex, multi-stakeholder organizations
• Demonstrated ability to build and maintain relationships with executive-level stakeholders in churches, including in-person
• Strong independent judgment and ability to navigate difficult situations without close direction
• Strategic thinking and tailored problem-solving skills beyond playbook execution
• Strong pipeline management and renewal forecasting skills in HubSpot or comparable CRM
• Alignment with Overflow's mission and values
• Willingness and ability to travel to visit partner accounts

It'd Be Nice If You Had

• Background in church operations, stewardship, or generosity consulting at scale
• Experience contributing to team playbooks or mentoring junior team members

Tools and Systems

• General Tools: Slack, Google Workspace, Notion, Zoom, TextExpander
• Partner Management: HubSpot, Monday.com
• Design/Collaboration: Pitch
• HR/Operations: Gusto
• Security: 1Password
• AI & Automation: Claude, Loom