Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager retaining and expanding complex church accounts for Overflow’s B2B philanthropy SaaS platform. Managing executive relationships, renewals, quarterly reviews, and strategic growth.
Responsibilities:
- Serve as the named Enterprise Customer Success Manager for a focused book of complex, high-value partner organizations
- Act as a strategic partner to executive leadership and manage account health, retention, and growth
- Build relationships with Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications
- Host four structured giving reviews per year with executive stakeholders at each Enterprise partner
- Maintain monthly check-ins with each partner
- Visit partner accounts at or near launch and at least once a year thereafter
- Flag risks early, manage the renewal pipeline in HubSpot, and execute tailored churn-save strategies
- Develop and execute expansion strategies and identify strategic upsell opportunities
- Build annual partner strategies and contribute best-practice playbooks to the Customer Success team
- Mentor and support junior Customer Success Managers
- Share structured customer feedback, product gaps, trends, and innovation opportunities with Success leadership and Product
- Educate Enterprise partners on new product releases and roadmap developments
- Achieve KPIs of 110% NRR, 90% GRR, and 90% on-time renewal closure
Requirements:
- 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 and ability to navigate difficult partner situations without close direction
- Strategic thinking and tailored problem-solving skills 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
- Experience with HubSpot or comparable CRM
- Nice to have: background in church operations, stewardship, or generosity consulting at scale
- Nice to have: experience contributing to team playbooks or mentoring junior team members
Benefits:
- 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
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