Customer Success Manager, Scaled, Resi

Customer Success Manager, Scaled

Location: Hybrid (3 days in office per week) in Allen, TX only

 

About the Role:

 

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

 

The Customer Success Manager - Scaled plays a key role in driving customer success primarily through technology-driven engagement strategies utilizing tools and platforms to monitor customer behavior and reactively deliver customer responses. The Customer Success Manager - Scaled will ensure our customers are successful in their deployment, adoption, and usage of Resi while still maintaining a balance with personalized interactions when needed, while managing a large volume of accounts with a “tech-touch” approach. Your goals will include net expansion (upsell & downsell), churn mitigation and renewals. 

 

Supervisory Responsibilities: None

 

Named as one of BuiltIn ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 'Best Places to Work for Women' by Best Companies Group.

 

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 HDHP Plan, Dental, and Vision for employee

• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents

• 401K match

• Hybrid work model - 3 days in the office / 2 days remote each week

• 12 paid Company Holidays

• 2 paid Volunteer Time Off days

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

• Paid parental and adoption leave

• Compensation Range: $60k base + $10k variable = $70k OTE

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 Resi, 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 for selling additional products and features.
• High Sales Activities: You will have the opportunity to work with thousands of customers, and with that come a responsibility to respond to and make a large volume of calls and emails.
• Resi Product Training and Assistance: You will be an expert in Resi’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.
• Support Partner: Partner with Technical Support Team to provide customers a timely and efficient response 
• Other related duties as assigned.

What You’ll Bring:

Key Skills/Abilities: 

• Project Management
• Sales
• Teachability
• Operational efficiency

Education and Experience:

• Experienced. You have at least 2 years of inside sales, account management, high volume support,  customer success management or renewal team management experience. You’ve used and have working knowledge of Salesforce.com or a similar CRM system. Experience with Not-for-Profit, Education, or Faith verticals and/or background in software preferred.
• Excellent Communicator. Strong written and verbal communication skills. You can communicate complex technology and problems, in a simple way. You are comfortable speaking in small groups, or leading presentations in fro