Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +1 more state.

📋 Description

• Act as the designated Enterprise Customer Success Manager for a select portfolio of intricate, high-value partner organizations.

• Serve as a strategic ally to executive management, overseeing account health, retention, and growth.

• Foster relationships with Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications teams.

• Conduct four structured giving reviews annually with executive stakeholders at each Enterprise partner.

• Maintain regular monthly check-ins with each partner.

• Visit partner accounts at or around the launch phase and at least once a year thereafter.

• Identify risks early, manage the renewal pipeline in HubSpot, and implement customized churn-reduction strategies.

• Develop and execute strategies for expansion while identifying key upsell opportunities.

• Create annual partner strategies and contribute best-practice playbooks to the Customer Success team.

• Mentor and provide support to junior Customer Success Managers.

• Communicate structured customer feedback, product gaps, trends, and innovation opportunities to Success leadership and Product teams.

• Educate Enterprise partners on new product releases and updates to the roadmap.

• Meet KPIs of 110% NRR, 90% GRR, and 90% on-time renewal closure.

⛳️ Requirements

• A minimum of 5 years in account management, customer success, or a strategic sales position.

• Proven track record of managing large, complex, multi-stakeholder organizations.

• Demonstrated capability to establish and maintain relationships with executive-level stakeholders in churches, including face-to-face interactions.

• Strong independent judgment and the ability to navigate challenging partner situations with minimal supervision.

• Strategic mindset and tailored problem-solving abilities that extend beyond standard playbook execution.

• Proficient in pipeline management and renewal forecasting using HubSpot or similar CRM tools.

• Alignment with Overflow's mission and core values.

• Willingness and capability to travel for visits to partner accounts.

• Familiarity with HubSpot or comparable CRM systems.

• Preferred: Experience in church operations, stewardship, or generosity consulting on a large scale.

• Preferred: Background in contributing to team playbooks or mentoring junior colleagues.

🏝️ Benefits

• Competitive base salary and equity options.

• Comprehensive medical, dental, and vision insurance for employees and their dependents.

• Generous paid time off along with company holidays.

• Paid parental leave policy.

• 401(k) retirement savings plan.

• Dedicated mental health and therapy stipend to promote personal well-being.

• Team retreats and purposeful in-person gatherings throughout the year.