Manager, Strategic Customer Success

About the Role

Strategic CSM Manager plays a significant role in building and fostering relationships with our key customers.  You will manage a team that is quota-based and responsible for the retention, renewal rate and increased adoption across our top 120 customers. You will interact with, influence, and build relationships with our strategic 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 annual renewal dollars, expansion and upsell of products and increase giving through the Pushpay platform. You will be evaluated on your ability to effectively escalate concerns and challenges, to engage your team, to facilitate learning and sharing and growth of your people. You will build strong cross-functional relationships, oftentimes with S-level and C-suite leaders, to effectively communicate live feedback from the market and influence how internal stakeholders will build compelling solutions. 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, ability to influence internal and external decision makers, as well as experience managing customer success/account management teams. Additionally, you will be expected to present business case scenarios and rich data to decision makers that effectively represents the Strategic cohort of accounts. Experience in the SaaS space is a major plus. This role reports to the Director of Customer Success.

Supervisory Responsibilities

Manage teams of 4 people

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

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
• COS and Redmond area: Hybrid work model - 3 days in the office / 2 days remote each week. All other states: Remote
• 12 paid company holidays
• 20 days PTO to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range: Base + Variable = $118,800-$150,000 OTE; 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.

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. You will influence at the executive level both internally and externally.
• Revenue Retention: You will have targets and goals that ensure our customers stay customers. You will develop and implement programs that provide undeniable business value to the customer which will ensure strong net retention.
• 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. To do this well, you will partner with internal business stakeholders like Marketing, Product and Product Marketing to drive GTM strategy by creating a constant feedback loop.
• Upsell: You will be responsible for selling additional products and features. You will work with a team of CSMs who look after a cohort of key accounts to create a consistent customer journey that drives positive customer satisfaction, referrals and account growth. Additionally, you will identify ways to create new leads and other sales opportunities within existing accounts.
• Pushpay Product Training and Assistance: You will be proficient 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.  
• Relational competence: The ability to grow relationships and engagement with senior and C-level executives with our most strategic customers and internal business partners.
• Customer Satisfaction: You will develop, maintain and improve processes for your team to deliver high levels of customer satisfaction and NPS. This includes regular visits with your team to customers as well as an innate ability to escalate issues and pull in appropriate business partners in a timely manner for the best customer experience.
• Other related duties as assigned.

What You'll Bring

• At least 5-7 years of experience managing customer success, account management or renewal team. 
• You’ve used and have working knowledge of Salesforce.com or a similar CRM system. 
• Ideally, you have experience with Tableau, Outreach, GainSight or similar..  
• Experience with renewal process, Not-for-Profit, Education, or Faith verticals and/or background in software is preferred.
• Bachelor's Degree is preferred.
• 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 skillsAbility to work collaboratively and build strong relationships across the organization.
• A love for problem-solving and attention to detail with the ability to maintain a high level of accuracy.
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans. At times you will make data-driven decisions and use data to identify gaps and opportunities.
• Experience in direct customer or client-facing roles along with ability to influence at the executive level both internally and externally.
• Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations.
• Ability to identify leading and lagging indicators of churn risk.
• 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.
• Experience managing remote team members.
• SaaS experience.
• 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.

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 peopleteam@pushpay.com.

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!

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