About the Team
Be a part of building the team that ensures our customers have a true partner and advocate in the successful adoption and use of our solutions. Through thoughtful deployment, training and ongoing support, our team delivers a world class experience enabling our customers to achieve their organizational goals.
About the Role
At Pushpay, the Manager, Mid Market CSM will play a key role in leading a team building and fostering relationships with our customers. You will manage a team that is responsible for the retention, renewal rate and increased adoption across our small to middle market customer segment. You will interact with and build relationships with our customers, other Pushpay and Church Community Builder leaders, and with your team. You will foster and grow a culture of success, excellence and continued development.
Your team goals will include annual renewal dollars, expansion and upsell of products and increased giving through the Pushpay platform. You will be evaluated on your ability to engage your team, facilitate learning and sharing and growth of your people. In the end you and your team will be dedicated to making our customers successful in their deployment, adoption and usage of Pushpay. This role requires strong attention to detail, excellent written and verbal communication and problem-solving skills, as well as experience managing customer success/account management teams. Experience in the SaaS space is a major plus. This role reports to the Director of Customer Success.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 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 days to start, increases with tenure and seniority.
- Paid parental and adoption leave
- Compensation Range:Base + Variable = $102,800 - $125,000 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
- People Development and Key Skill Development: We put people first. The best team of people outperform, have solid conversions and ultimately build strong relationships with our customers.
- 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
- 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.
- Over Communicate: You will default to over-communication as we operate in a no-surprises environment. This will take the form of formal reporting, team meetings/huddles, informal updates, etc. You will confront the brutal facts so that we can ensure our teams and business are growing and learning.
- Other related duties as assigned.
What You'll Bring
- Customer Success Management / SaaS Experience
- 3-5 years of experience leading/managing customer success managers.
- Experience with a CRM (e.g. Salesforce) and/or Customer Relationship Software (e.g. Gainsight, Totango).
- Experience with a one-to-many/shared CSM model and maintenance renewal process.
- Background in Not-for-Profit, Education, or Faith verticals and/or in software as a service.
- Strong business acumen.
- Communication
- Excellent verbal and written communication skills.
- You effectively communicate with all levels of an organization (customer and/or internally).
- You can communicate complex problems/technology in a simple way.
- Exceptional customer service in person, over the phone, and via email.
- Collaboration
- Proven ability to effectively work cross-departmentally. Must be a team player - this role won't work well if you don't work well with others.
- You have strong interpersonal skills and strive to maintain strong relationships with your team, your customers, and your colleagues. We only "win" together.
- Drive / Leadership
- Proven ability to work in a fast paced environment. Exceptional time management, organization, and multi-tasking skills.
- Proactive mindset and minimal need for supervision. You have a high degree of ownership in your work, and persistence / determination to deliver results.
- You drive your team to results, with a focus on customer experience, health, and mitigating risk. You have proven ability to achieve your metrics monthly, quarterly, and annually. You help your team succeed and hold them accountable to their goals.
- Curious / Analytical
- You are able to handle details accurately and in a timely manner. You manage opportunities, customer interactions, and key projects' checkpoints with attention to detail, ensuring a positive experience / outcome for those around you.
- You are comfortable building reports and looking at your business analytically.
- You love to learn about why and how things work. You like to spend time understanding your customer's needs in detail, and how you can help improve their experience.
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 peopleteam@pushpay.com.
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, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!#LI-TS1 #LI-Hybrid
