Customer Success Manager

About the role

The Customer Success Manager (CSM) is responsible for the health and retention of a defined book of church partners. This role focuses on product adoption and proactive risk management to drive strong Net Revenue Retention (NRR).

Core Responsibilities

• Own the overall health of assigned church accounts, proactively identifying risks and opportunities
• Drive strong renewal outcomes through planning, relationship management, and value reinforcement
• Monitor usage, engagement, and qualitative signals to prevent churn and contraction
• Maintain accurate customer data, notes, and forecasting in internal systems
• Lead structured Business Reviews that align church goals with Amazing Life solutions
• Coach churches on best practices, adoption strategies, and ministry outcomes
• Act as a strategic partner—not just support—helping leaders make confident decisions
• Identify and surface upsell opportunities based on customer needs and usage patterns
• Partner closely with Account Managers by scheduling AM-led calls where expansion may be appropriate
• Cross-functional Collaboration
• Partner with Content, Product, Sales, and Marketing to advocate for customer needs
• Share feedback and insights that improve the product and customer experience
• Participate in team planning, retrospectives, and process improvements

Success Metrics

Variable compensation is tied exclusively to NRR performance and proportional to the size of the assigned book of business.

What Success Looks Like

• Churches feel supported, confident, and well-served
• Renewal conversations are proactive, not reactive
• Risks are identified early and addressed thoughtfully
• Expansion opportunities surface through trust and value
• Internal teams see the CSM as organized, prepared, and reliable

Qualifications

• 2+ years in Customer Success, Account Management, or a related customer-facing role
• Experience managing a book of recurring-revenue customers
• Strong communication and relationship-building skills
• Ability to manage multiple accounts, priorities, and deadlines
• Comfort working with data, ARR concepts, and performance metrics

Paid Benefits

Not specified

Pay

Not specified

Schedule

Not specified