Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +18 more states.

📋 Description

• Oversee the daily onboarding process, which includes ensuring customer access, coordinating technical setup with the development team, creating onboarding templates, and guiding projects from access to delivery.

• Collaborate with the Head of Customer Experience during sales calls, kickoff meetings, discussions on data practices, strategy sessions, and training sessions.

• Independently conduct customer-facing meetings, including monthly check-ins and managing relationships for a designated portfolio of churches.

• Act as a liaison between customers and the development team by conveying engineering solutions, following up on task completion, and minimizing the need for engineers in customer calls.

• Create documentation for onboarding playbooks, support workflows, training best practices, and strategies tailored to ministry needs.

• Recognize tasks that can be automated or delegated, including utilizing AI tools, as opposed to those requiring human and pastoral involvement.

• Occasionally travel for in-person training sessions and customer engagements.

• Observe and gradually take ownership of customer-facing interactions, onboarding administration, customer relationships, and scalable customer success processes.

⛳️ Requirements

• Significant experience in a church or ministry context—either as a staff member or through deep, sustained participation in a local church.

• Background in a customer-facing role within a SaaS or technology company, or equivalent experience in leading implementations and maintaining ongoing relationships with organizational clients.

• Excellent written and verbal communication skills; comfortable leading meetings and producing clear, concise documentation.

• Proven ability to manage multiple workstreams autonomously and prioritize tasks without requiring constant supervision.

• Familiarity with one or more church management systems (such as PCO, Pushpay CCB, Rock, or Salesforce) is highly advantageous.

• Willingness to travel for customer training and team meetings.

• Customer-oriented with a technical aptitude; capable of discussing CHMS integrations, including Planning Center, Pushpay CCB, Rock, and Salesforce.

🏝️ Benefits

• 100% employer-covered premiums for Medical HDHP Plan, Dental, and Vision for the employee.

• 70% employer-covered premiums for Medical PPO Plan for employees, along with Medical, Dental, and Vision for dependents.

• 401K matching.

• Work remotely.

• 12 paid Company Holidays.

• 2 days of paid Volunteer Time Off.

• 15 days of PTO to start, with increases based on tenure and seniority.

• Paid parental and adoption leave.