The following states are approved as remote work locations for this position: CA, CO, FL, GA, HI, MI, NC, NY, NC, OH, SD, TN, TX, WA. All other states are not in consideration for this role at this time.

Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere.

Engagement is the key to community. In today’s world, “online” or “digital” is no longer cutting edge. Phones have evolved into smartphones, and these personal devices are linking people everywhere to the outside world on their own terms. Now you can harness this cultural shift to connect people with your organization, driving engagement and participation. If you’re interested in learning more about career opportunities, visit pushpay.com.

The Manager of the Enterprise CSM team plays a key role in building and fostering relationships with our large Enterprise customers.  You will manage a team that is responsible for the retention, growth and increased adoption across 700+ of our largest customers. You will interact with and build relationships with our Enterprise customers, other Pushpay leaders and with your team. You will foster and grow a culture of success, excellence and continued development. Your team goals will include increased adoption of the Pushpay platform, annual renewals, 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. You and your team are dedicated to making our Enterprise customers successful in their 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.

Supervisory Responsibilities:

• Manage teams of 5+ people

Duties/Responsibilities:

• People Development and Key Skill Development: Culture is a top priority at Pushpay and we put people first. We know that when leaders engage their team members, they help their team to outperform, which leads to better engagement and success with our customers.  

• Revenue Retention: You will have targets and goals that ensure our customers stay customers, with a heavy focus on churn reduction, and in some cases you will accompany CSMs for onsite visits with key customers around the country.

• 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 through increased usage of the Pushpay platform and drive adoption throughout the organization.

• Upselling: We are building the most powerful engagement platform in the market and your team of CSMs are responsible for partnering with the Backbook sales team to sell additional products and features to existing customers.

• Pushpay Product Training and Assistance: You will be an expert in Pushpay’s products so you are able to train your team to be high performers. 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.

Required Skills/Abilities: 

• Experience in fast paced growth sectors, like fast growing divisions of companies or startups

• Building and growing high performing teams

• Persistence and determination to deliver results; excellent written/verbal communication and time-management skills

• Ability to work collaboratively and build strong relationships across an organization

• A love for problem-solving and attention to detail with the ability to maintain a high level of accuracy

• Experience in direct customer or client-facing roles

• The ability to extract data from systems such as Salesforce, and to analyze and present that data in an effort to improve team and company performance.

• Experience presenting to Enterprise-tier customers and executives

• A desire to help people and improve the customer experience

• Must be a TEAM player - this role won’t work well if you don’t work well with others

• Management of remote team members

Education and Experience:

• At least 5-7 years of experience managing a customer success, account management or renewal team. 

• You’ve used and have working knowledge of Salesforce.com or a similar CRM system.  

• You have experience analyzing, visualizing and presenting data related to customer usage and sales opportunities.

• Experience traveling to meet on-site with key customers.

• Experience with Not-for-Profit, Education, or Faith verticals and/or a background at a SaaS company. 

• Experience with Tableau & a CSM Platform (such as GainSight or Churn Zero is a bonus).   
• Bachelor's Degree is preferred.