Enterprise Customer Success Leader — Remote with Travel

Overflow; Los Gatos (CA); Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary & equity

Medical, dental, vision coverage

Paid time off

Parental leave

401(k)

Mental health stipend

Team retreats

Job summary

Overflow is seeking an Enterprise Customer Success Manager to own the health, retention, and growth of our most complex, high-value partner organizations.

These are large, multi-location churches with sophisticated operations—Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications all at the table—and they require a seasoned account manager who can navigate multi-threaded stakeholder environments and serve as a true strategic partner at the executive level.

Qualifications

• 5+ years in account management, customer success, or a strategic sales role.
• Proven experience managing large, complex, multi-stakeholder organizations.
• Demonstrated ability to build and maintain relationships with executive-level stakeholders in churches, including in-person.
• Strong independent judgment - able to navigate difficult partner situations without requiring close direction.
• Strategic thinking and tailored problem-solving skills that go beyond playbook execution.
• Strong pipeline management and renewal forecasting skills in HubSpot or comparable CRM.
• Alignment with Overflow's mission and values.
• Willingness and ability to travel to visit partner accounts.

Responsibilities

• Account Management Excellence: Serve as the named Enterprise Customer Success Manager for a focused book of our most complex, high-value partner organizations.
• Multi-Threaded Relationship Management: Build relationships across the organization to ensure advocates at every level.
• Quarterly Giving Reviews: Host four structured giving reviews per year with executive stakeholders.
• Monthly Check-Ins: Maintain a consistent monthly check-in cadence with each partner.
• Partner Visits: Visit partner accounts in person, typically at launch and annually.
• Value Retention and Churn Prevention: Flag risks, manage renewal pipeline, and execute churn-save strategies.
• Strategic Upsells and Expansion: Develop tailored expansion strategies for each Enterprise account.
• Proactive Strategies and Playbooks: Build annual strategies and mentor junior CS team members.
• Voice of the Customer: Share feedback with Success leadership and Product.
• Product Advocacy: Educate partners on new product releases and roadmap.

Skills

Account management

Executive relationships

Strategic thinking

Renewal forecasting

Travel readiness

Tools

HubSpot

Monday.com

Slack

Google Workspace

Notion

Zoom

1Password

Job description

Overflow is seeking an Enterprise Customer Success Manager to own the health, retention, and growth of our most complex, high-value partner organizations.

These are large, multi-location churches with sophisticated operations—Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications all at the table—and they require a seasoned account manager who can navigate multi-threaded stakeholder environments and serve as a true strategic partner at the executive level.