Director of Customer Success Management

$140,000 - $160,000/Yr

Pushpay - Redmond, WA

Full-time - Senior

Redmond, WA

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

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.

Responsibilities

• Lead and inspire a team of Customer Success Managers to ensure clients achieve maximum value from solutions.
• Drive customer satisfaction, retention, and expansion to contribute to the company's overall success and growth.
• Forecast, proactively identify and mitigate risk with the CSM leadership team.
• Identify required changes to systems and processes to promote efficiency and scale.
• Ensure CSMs understand how their customers define and realize value.
• Drive usage and adoption of Pushpay's product suite and develop strong relationships with customers.
• Manage overall success of customer retention metrics, systems, and processes, including full-cycle renewals.
• Conduct regular risk management and forecasting reviews to ensure risk is understood and actively mitigated.
• Identify opportunities to increase revenue in retention, expansion, and customer experience.
• Define and drive progress towards desired goals and KPIs by managing teams and projects.
• Develop and manage ongoing KPIs and metrics to measure success and drive desired outcomes.
• Provide ongoing training for growth and development of managers and their teams.
• Direct daily activities of managers and provide on-the-floor leadership.
• Advocate for customers internally by building relationships with key contacts and partners.

Requirements

• 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.
• 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.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid parental leave
• Paid time off
• Parental leave
• Vision insurance