Director of Customer Success Management

About The Role

As the Director of Customer Success Management, you will lead and inspire a team of Customer Success Managers who are dedicated to ensuring our clients achieve maximum value from our solutions. You will play a pivotal role in driving customer satisfaction, retention, and expansion, ultimately contributing to the company’s overall success and growth.

The primary goal of the Director of Customer Success Management is to drive gross and net retention for Pushpay while delivering customer value. This leader will work with their CSM leadership team to forecast, proactively identify and mitigate risk, ensuring the broader CSM team has the skills and capability to do the same for their books of business. This role is also responsible for identifying required changes to systems and processes to promote efficiency and scale in their relentless pursuit of goals and Key Performance Indicators (KPIs). Working with their management team, the Director will ensure CSMs understand how their customers define and realize value, while driving usage and adoption of Pushpay’s product suite and developing strong, engaging relationships with their customer base. The Director of Customer Success Management has an operational mindset, a high drive for results, and a passion for customer success. With a strong bias to action and orientation to change, they provide operational leadership and direction by assisting and training the team to “manage to the process” and achieve desired results. Close-working relationships with CS Operations, Business Operations, Product, Engineering, and the Underwriting team are an absolute must.

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.

Supervisory Responsibilities

• Manages a downline with approximately 30 members, including people managers.
  
  

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
• 25 days PTO
• Paid parental and adoption leave
• Compensation Range: $140,000 - $160,000 salary, depending on location
• 20% variable compensation
  

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

• Primary owner of the overall success of customer retention metrics, systems, and processes, including full-cycle renewals. Identify and implement key enhancements to systems and processes that improve and promote customer retention.
• Analyze Pushpay book of business. Conduct regular risk management and forecasting reviews to ensure risk is understood and actively mitigated at all levels of the organization.
• Continually identify opportunities to increase revenue, particularly in the areas of retention, expansion, and customer experience.
• Effectively communicate and lead the managers and their teams to implement these ideas on the floor.
• Define and drive progress towards desired goals and KPIs by managing teams and projects.
• Develop and manage ongoing KPIs and metrics (daily, weekly, monthly) in alignment with our department and company goals to measure success and drive desired outcomes.
• Ensure operational readiness and provide ongoing training for growth and development of managers and their teams.
• Direct daily activities of managers and provide on-the-floor leadership. Provide feedback, coaching, mentoring, support, and serve as a point of escalation for customer issues.
• Advocate for our customers internally by building relationships with key contacts and partners in other customer-facing teams, Sales, Product, and Engineering.
  
  

Skills

What You’ll Bring

• Proven ability managing goals and KPIs while being customer service-centered.
• Strong written and verbal communication skills to interface with executives, employees, and customers across multiple verticals.
• Proven track record of conducting quantitative analysis to derive insights and implement growth strategies.
• Strong organizational, time management, and project management skills.
• Able to thrive in a fast-paced, innovative, and evolving environment.
• Passion for auditing processes, activities, metrics, tools, and data. Extremely proficient in interpreting data, recognizing trends and reporting.
• Comfortable working in the faith market.
  
  

Education and Experience

• BA degree or equivalent transferable skills.
• 3 years managing CSM/AM teams in a SaaS environment, with a primary focus on the renewals or expansion motions of subscription software.
• Minimum 6 years of relevant experience in Customer Success and Account Management.
• Working knowledge of the Google Suite, Microsoft Office products, and Salesforce.
  
  

Physical Requirements

• Travel commitment of up to 20% travel
  
  

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 [email protected].

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!