Customer Success Manager, Mid-Market Resi

Location: Hybrid (3 days in office per week) in Allen, TX only.

About the role

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry. The Customer Success Manager, Mid-Market 1 Res plays a key role in driving customer success by proactively managing a portfolio of SME and MM accounts. In this role, you will ensure our customers are successful in their deployment, adoption, and usage of Resi through personalized engagement, including attending local quarterly onsites. You will focus on building strong relationships, coaching, and training customers to maximize the value of our solutions. Your goals include net expansion (upsell & downsell), churn mitigation, and strategic renewal management. Named as one of BuiltIn ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 'Best Places to Work for Women' by Best Companies Group.

Responsibilities

• Proactively manage SME and MM customers
• Attend local quarterly onsites
• Upsell, downsell, hardware, and churn goals
• Strategize renewals and expansion opportunities
• Coach and train customers
• Communicate and track roadblocks and customer trends within book
• Supportive of House of Worship mission and goals

Skills

• Problem solver
• Multi‑tasker
• Curious
• Strong communicator
• Highly organized
• Empathetic

Qualifications

• Demonstrated ability to learn technical products quickly
• Strong written communication skills
• Hard skills: Project management, Renewal negotiation
• Two years of customer success management or equivalent experience
• Managed 100+ accounts previously

Benefits

• 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
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO, to start, increases with tenure and seniority
• Paid parental and adoption leave

Pay

Compensation ranges are determined by role and location. Individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training.

Schedule

Hybrid work model – 3 days in the office / 2 days remote each week.