Customer Success Manager, Strategic

Socket.dev; Colorado Springs (CO); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health premiums for employee

Dependent premiums coverage

401K match

Hybrid work model

Paid holidays

Paid time off

Parental/adoption leave

OTe: $120k

Job summary

Pushpay is seeking a Strategic Customer Success Manager to own a book of Enterprise accounts, focusing on retention, renewals, and expansion. You will work with senior leaders to demonstrate value, drive adoption, and upsell products across nonprofits and faith organizations in North America.

You will manage contractual terms, pricing, and multi-day customer reviews, with travel 8–12 times per year. A strong CRM background and proven quota attainment are required for success.

Qualifications

• Bachelor’s degree or equivalent years of experience.
• 5+ years of inside sales, account management or renewal leadership.
• Experience with maintenance renewal processes and quota attainment.
• Working knowledge of Salesforce.com or similar CRM system.
• Not-for-Profit, Education, or Faith verticals experience preferred.

Responsibilities

• Drive retention, renewal, and expansion within a defined book of accounts.
• Structure contract terms and pricing to meet business objectives.
• Sell additional products and features (upsell).
• Lead business reviews and travel 8–12 multi-day trips/year.
• Build relationships with senior executives and decision makers.

Skills

Account management

Relationship building

Quota attainment

Executive engagement

Communication

Education

Bachelor’s degree or equivalent

Tools

Salesforce.com

Job description

About the Role

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

Benefits and Compensation

• 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 each week: CO locations
• Remote: FL, GA & TN only
• 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: $100k base + $20k variable = $120k OTE

The following states are approved as a remote work locations for this position: FL, GA and TN - All other states are not in consideration for this role at this time.

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: 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 is approved, you will lead business review presentations on-site with customers to build relationships, value propositions, and work towards a predetermined outcome of success. Expect to take 8-12 multi-day trips per year.
• Relational competence: The ability to grow relationships and engagement with senior and C-level executives with our most strategic customers.
• Manage the full-cycle renewal process from prospect to close: Complete Discovery Calls with Decision Makers, Negotiate and Close deals.
• 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 comfortable speaking in small groups, or leading presentations in front of large groups.
• Problem Solver: You love identifying and tackling the most difficult of challenges and know how to work with a team to get to the best solution. You go the extra mile with a strong work ethic; self-directed and resourceful. Many would describe you as a “self- starter” or “driven”.
• Multi-Tasking: The ability to deal with a transactional work environment. You will have to be able to excel at time management and prioritization among many demands.
• You thrive when you are busy with lots of things to accomplish during the day. You feel a sense of satisfaction when you are able to accomplish a full day of work.
• Business Minded: You love learning technology, and have impeccable business acumen.
• Detail Oriented: You handle details accurately and accurately and in a timely manner. You can effectively manage opportunities, customer interactions, and key projects check points with attention to accuracy and detail.
• People Person: You have strong interpersonal skills and strive to maintain strong relationships with your customers and your colleagues. Your customer service and communication skills are top-notch, both over the phone and in email. You see no problem with building relationships with all types of people at all levels within an organization.
• Performer: You love to set goals and see those goals through to success. You want to achieve your metrics monthly, quarterly, and annually. You don’t settle for the status quo. You love to “over” perform and can show your successes.
• Naturally Curious: You love to learn about why and how things work. Your favorite question as a child was “Why?”. You like to spend time understanding your customer’s needs in detail, and how you can help. You look for ways to be better every day.
• Fun and Fast Paced: You like the startup world. You enjoy fast-paced roles, with lots to do. You are ok with change and ambiguity as we grow. You want to work with other fun people, who enjoy learning and helping each other. You know that great teams are made of great people.

Pushpay is committed to equal opportunity

We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [e-mail].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good. In the 2021 financial year we were honored to process US $6.9 billion in charitable giving. We’re growing fast, including an exciting acquisition in 2021, and we need driven talent. Join Pushpay and grow with us!