Enterprise Customer Success Manager

Job Description:

• 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