Customer Success Manager, Strategic

Location: Colorado Springs, CO; Remote

About The Role

At Pushpay, the Strategic Customer Success Manager plays a key role in building and fostering relationships with our key Enterprise customers. You will be quota-based, responsible for the retention, renewal rate, and increased business in a specific book of accounts, including structuring contract terms and pricing that drive business objectives. You will interact and build relationships with our customers to ensure they are both using and seeing value from their Pushpay platform. Your goals will include annual renewal dollars, expansion, and upsell of products, and growing giving through the Pushpay platform. You are here to ensure customer success by being dedicated to making our customers successful in their deployment, adoption, and usage of Pushpay. You will do all of this while creating a strong relationship with our customers based on value realization. Additionally, you will proactively build and grow relationships with senior staff and executive contacts of these strategic customers. The customer satisfaction you foster will help you retain our customers.

Responsibilities

• Revenue Retention: You will have targets and goals that ensure our customers stay customers.
• Adoption Target: Help organizations deploy and use Pushpay, engage with their givers, and drive adoption beyond the organization.
• Upsell: Sell additional products and features as part of building the most powerful engagement platform in the market.
• High Sales Activities: Work with a significant number of key customers, handling complex needs through a large volume of calls and emails.
• Pushpay Product Training and Assistance: Become an expert in Pushpay’s products to assist with training, deployment, and giver adoption, driving retention and upsell.
• Travel: Lead business review presentations on-site with customers to build relationships and value propositions (expect 8-12 multi-day trips per year).
• Relational competence: Grow relationships and engagement with senior and C-level executives at strategic customers.
• Manage the full-cycle renewal process from prospect to close: Complete Discovery Calls with Decision Makers, Negotiate and Close deals.
• Other related duties as assigned.

Requirements

• Bachelor’s Degree or additional equivalent years of experience.
• At least 5 years of inside sales, account management, renewal team management, and experience with maintenance renewal process.
• Working knowledge of Salesforce.com or a similar CRM system.
• Previous experience working with Not-for-Profit, Education, or Faith verticals and/or background in software preferred.
• Proven track record with quota/target attainment.
• Ability to build relationships with large account sets.
• Managed large, strategic accounts in prior roles.
• Ability to build relationships with key executives, senior management, and decision makers both internally and with customers.
• Excellent written and verbal communication skills; ability to communicate complex technology and problems simply.
• Strong problem-solving skills; ability to work with a team to find solutions and go the extra mile.
• Ability to multitask, excel at time management, and prioritize demands in a transactional work environment.
• Strong business acumen and a love for learning technology.
• Detail-oriented with the ability to manage opportunities, customer interactions, and key projects accurately.
• Strong interpersonal skills and a commitment to maintaining relationships with customers and colleagues.
• Goal-driven with a focus on achieving metrics monthly, quarterly, and annually.
• Naturally curious with a desire to understand customer needs and improve continuously.
• Comfortable in a fast-paced, startup environment with change and ambiguity.

Benefits

• 100% employer-paid premiums for Medical, Dental, and Vision for employees.
• 70%+ employer-paid premiums for Medical, Dental, and Vision for dependents.
• 401K match.
• Hybrid work model: 3 days in the office / 2 days remote each week (CO locations).
• Remote work available in FL, GA, and TN only.
• 12 paid company holidays.
• 2 paid Volunteer Time Off days.
• 15 days PTO to start, increases with tenure.
• Paid parental and adoption leave.

Pay

Compensation: $100k base + $20k variable = $120k OTE

The following states are approved as remote work locations for this position: FL, GA, and TN. All other states are not in consideration at this time.

About Pushpay

Pushpay helps organizations and communities come together and 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. In the 2021 financial year, we were honored to process US $6.9 billion in charitable giving. We’re growing fast, including an exciting acquisition in 2021, and we need driven talent. Join Pushpay and grow with us!