Customer Success Manager

This is a fully remote position, open to applicants in Florida, +8 more states.

📋 Description

• Oversee the daily execution of onboarding processes: ensuring customer access, collaborating with the development team on technical configurations, creating onboarding templates, and managing project timelines from access to delivery.

• Collaborate closely with the Head of Customer Experience to serve as a continuous point of contact for customers — participating in sales calls, kickoff meetings, discussions on data practices, strategy sessions, and training activities.

• Conduct customer-facing meetings autonomously once the strategy is established, including regular monthly check-ins and relationship management for a designated portfolio of churches.

• Act as a liaison between customers and the development team: relay solutions from engineering, follow up with customers regarding completed tasks and outstanding items, and minimize the frequency of requiring an engineer in customer discussions.

• Assist in documenting processes as they are developed — including onboarding playbooks, support workflows, training best practices, and ministry-specific strategies — to facilitate team scalability.

• Recognize opportunities for automation or delegation (including leveraging AI tools) while determining which aspects require a human and pastoral touch, and contribute to building that operational framework.

• Travel occasionally for in-person training and customer interactions alongside the Head of Customer Experience.

⛳️ Requirements

• Significant experience in a church or ministry setting — whether through staff roles or extensive involvement in a local church.

• Background in a customer-facing position at a SaaS or technology company, or relevant experience managing implementations and ongoing relationships with organizational clients.

• Exceptional written and verbal communication skills; comfortable leading meetings and generating clear documentation.

• Proven ability to independently manage multiple work streams and prioritize tasks without requiring constant supervision.

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

• Openness to travel for customer training sessions and team gatherings.

🏝️ 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, as well as for dependents' Medical, Dental, and Vision coverage.

• 401K matching program.

• Remote work flexibility.

• 12 paid Company Holidays.

• 2 paid Volunteer Time Off days.

• 15 days of paid time off to start, with increases based on tenure and seniority.

• Paid parental and adoption leave.