Enterprise Customer Success Manager

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

Who We Are

Overflow is a Silicon Valley technology company with a bold mission: to inspire the world to give. We are a B2B SaaS philanthropy platform that enables modern giving across cash, stock, and crypto for nonprofits, churches, and mission-driven organizations. Backed by leading investors including Uncork Capital, Craft Ventures, and Village Global, Overflow builds secure, beautifully designed infrastructure that powers generosity at scale.

Our Founding Principles

Overflow was founded on the belief that generosity transforms people and communities. Inspired by Proverbs 11:24 ---"The world of the generous gets larger and larger"--- we operate with integrity, stewardship, service, and excellence.

Travel Expectations

This is a fully remote role with regular travel. You'll visit each enterprise partner on-site at or near launch and at least once a year after that, and you'll join the team for in-person collaboration weeks at our Los Gatos, CA or Birmingham, AL offices 1-2 times a year.

Who You Are

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. This role is measured by the ability to retain and expand a focused book of organizationally complex accounts, earn lasting trust from leadership, and consistently identify growth opportunities that match each partner's mission and scale.

What You Will Do

• Account Management Excellence: Serve as the named Enterprise Customer Success Manager for a focused book of our most complex, high-value partner organizations. Operate as a true strategic partner to each partner's executive leadership, earning trust through consistent delivery, deep product knowledge, and strategic conversation, not just renewal management.

• Multi-Threaded Relationship Management: Build relationships across the full organizational structure of each partner: Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications. Ensure no key stakeholder relationship goes unmanaged and that Overflow has advocates at every level of the organization.

• Quarterly Giving Reviews: Host four structured giving reviews per year with executive stakeholders at each Enterprise partner. Use these sessions to review platform performance, measure giving outcomes, address organizational concerns, and build the strategic case for continued and expanded investment.

• Monthly Check-Ins: Maintain a consistent monthly check-in cadence with each partner between Quarterly Giving Reviews to track engagement, surface emerging needs, and keep the relationship active and productive.

• Partner Visits: Visit partner accounts in person, typically at or near launch and then at least once a year, to establish the relationship, meet key stakeholders face-to-face, and develop a high-trust, long-term partnership.

• Value Retention and Churn Prevention: Flag risks early, manage the renewal pipeline in HubSpot, and execute tailored churn-save strategies. Navigate difficult renewal conversations with full ownership.

• Strategic Upsells and Expansion: Develop and execute tailored expansion strategies for each Enterprise account. Propose solutions that go beyond the existing playbook, drawing on a deep understanding of each partner's organizational priorities and generosity goals.

• Proactive Strategies and Playbooks: Build annual strategies for each partner and contribute best-practice playbooks to the broader CS team. Serve as a mentor and resource for junior Customer Success Managers, sharing what is working across your book.

• Voice of the Customer: Share structured, high-quality feedback with Success leadership and Product based on what you are hearing across your Enterprise accounts. Surface trends, product gaps, and innovation opportunities in a way that influences internal strategy.

• Product Advocacy: Educate Enterprise partners on new product releases and roadmap developments, articulating how upcoming changes affect their specific organizational goals and giving infrastructure.

KPIs

• 110% NRR for owned book of business
• 90% GRR for owned book of business
• 90% on-time renewal closure

What You Should Have

• 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

It'd Be Nice If You Had

• Background in church operations, stewardship, or generosity consulting at scale
• Experience contributing to team playbooks or mentoring junior team members

Tools and Systems

• General Tools: Slack, Google Workspace, Notion, Zoom, TextExpander
• Partner Management: HubSpot, Monday.com
• Design/Collaboration: Pitch
• HR/Operations: Gusto
• Security: 1Password
• AI & Automation: Claude, Loom

Our Compensation Philosophy

Overflow's compensation philosophy is rooted in Carta Total Compensation benchmarks, ensuring pay that is competitive by role, geography, and function. Actual compensation may vary based on factors including job-related skills, experience, interview performance, and market data.

Total compensation may also include equity, performance-based bonuses (for eligible roles), and a comprehensive benefits package. As a Series B company, we believe equity is a meaningful part of building long-term ownership---when Overflow wins, our team should share in that upside.

Benefits & Perks

Overflow offers a thoughtful benefits package designed to support your well-being, growth, and life outside of work, including:

• Competitive base salary and equity
• Excellent medical, dental, and vision coverage for employees and dependents
• Generous paid time off and company holidays
• Paid parental leave
• 401(k) retirement plan
• Dedicated mental health and therapy stipend to support personal well-being
• Team retreats and intentional in-person gatherings throughout the year

Overflow is proud to be an equal opportunity employer and is committed to building a diverse and inclusive team.