Customer Success Manager, Strategic

About the Role

At Pushpay, the Strategic Customer Success Manager plays a key role in building and fostering relationships with our key Strategic customers. You will be quota-based, where you are responsible for the retention, renewal rate, and increased business in a specific book of accounts.  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. 

Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘Best Places to Work’ in both Seattle and Dallas for 2024.

Benefits and Compensation

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 100% employer-paid premiums for Medical, Dental, and Vision for employee
• 70%+ employer-paid premiums for Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote
• 12 paid company holidays
• 2 paid Volunteer Time Off days
• 15 days PTO to start, increases with tenure (PTO varies by position)
• Paid parental and adoption leave
• Compensation Range: Base + Variable = $93,265-$130,000 OTE; depending on location

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You'll Do

• Revenue Retention: You will have targets and goals that ensure our customers stay customers.
• Adoption Target: We are here to help our organizations deploy and use Pushpay, but the work doesn’t stop there. We help them engage with their givers and drive adoption beyond the organization.
• Upsell: We are building the most powerful engagement platform in the market. You will be responsible to sell additional products and features.
• High Sales Activities: You will have the opportunity to work with a significant number of key customers, with at times complex needs, and with that comes a responsibility to make a large volume of calls and emails.
• Pushpay Product Training and Assistance: You will be an expert in Pushpay’s products so you are able to help with training, deployment, and giver adoption. This knowledge will help us ensure our successes, which drives both retention and upsell.
• Travel: When travel restrictions are lifted, you will lead business review presentations on-site with customers to build relationships, value propositions, and work towards a predetermined outcome of success.
• Relational competence: The ability to grow relationships and engagement with senior and C-level executives with our most strategic customers.
• Other related duties as assigned.

What You'll Bring

• Bachelor’s Degree or additional equivalent years of experience.
• You have at least 5 years of inside sales, account management, renewal team management and experience with maintenance renewal process.
• You’ve used and have 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 your customers.
• Excellent Communicator: Strong written and verbal communication skills. You can communicate complex technology and problems, in a simple way. You are co