overflow - Enterprise Customer Success Manager
Requirements
• Overflow is seeking an Enterprise Customer Success Manager to own the health, retention, and growth of our most complex, high-value partner organizations. These are large, multi-location churches with sophisticated operations - Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications all at the table - and they require a seasoned account manager who can navigate multi-threaded stakeholder environments and serve as a true strategic partner at the executive level. This role is measured by the ability to retain and expand a focused book of organizationally complex accounts, earn lasting trust from leadership, and consistently identify growth opportunities that match each partner's mission and scale. • 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 - able to navigate difficult partner situations without requiring close direction • Strategic thinking and tailored problem-solving skills that go 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 • IT'D BE NICE IF YOU HAD • Background in church operations, stewardship, or generosity consulting at scale • Experience contributing to team playbooks or mentoring junior team members • TOOLS AND SYSTEMS • General Tools: Slack, Google Workspace, Notion, Zoom, TextExpander • Partner Management: HubSpot, Monday.com http://Monday.com • Design/Collaboration: Pitch • HR/Operations: Gusto • Security: 1Password • AI & Automation: Claude, Loom
Responsibilities
• Account Management Excellence: Serve as the named Enterprise Customer Success Manager for a focused book of our most complex, high-value partner organizations. Operate as a true strategic partner to each partner's executive leadership, earning trust through consistent delivery, deep product knowledge, and strategic conversation, not just renewal management. • Multi-Threaded Relationship Management: Build relationships across the full organizational structure of each partner: Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications. Ensure no key stakeholder relationship goes unmanaged and that Overflow has advocates at every level of the organization. • Quarterly Giving Reviews: Host four structured giving reviews per year with executive stakeholders at each Enterprise partner. Use these sessions to review platform performance, measure giving outcomes, address organizational concerns, and build the strategic case for continued and expanded investment. • Monthly Check-Ins: Maintain a consistent monthly check-in cadence with each partner between Quarterly Giving Reviews to track engagement, surface emerging needs, and keep the relationship active and productive. • Partner Visits: Visit partner accounts in person, typically at or near launch and then at least once a year, to establish the relationship, meet key stakeholders face-to-face, and develop a high-trust, long-term partnership. • Value Retention and Churn Prevention: Flag risks early, manage the renewal pipeline in HubSpot, and execute tailored churn-save strategies. Navigate difficult renewal conversations with full ownership. • Strategic Upsells and Expansion: Develop and execute tailored expansion strategies for each Enterprise account. Propose solutions that go beyond the existing playbook, drawing on a deep understanding of each partner's organizational priorities and generosity goals. • Proactive Strategies and Playbooks: Build annual strategies for each partner and contribute best-practice playbooks to the broader CS team. Serve as a mentor and resource for junior Customer Success Managers, sharing what is working across your book. • Voice of the Customer: Share structured, high-quality feedback with Success leadership and Product based on what you are hearing across your Enterprise accounts. Surface trends, product gaps, and innovation opportunities in a way that influences internal strategy. • Product Advocacy: Educate Enterprise partners on new product releases and roadmap developments, articulating how upcoming changes affect their specific organizational goals and giving infrastructure. • 110% NRR for owned book of business • 90% GRR for owned book of business • 90% on-time renewal closure
Benefits
• Overflow's compensation philosophy is rooted in Carta Total Compensation benchmarks, ensuring pay that is competitive by role, geography, and function. Actual compensation may vary based on factors including job-related skills, experience, interview performance, and market data. • Total compensation may also include equity, performance-based bonuses (for eligible roles), and a comprehensive benefits package. As a Series B company, we believe equity is a meaningful part of building long-term ownership—when Overflow wins, our team should share in that upside. • Overflow offers a thoughtful benefits package designed to support your well-being, growth, and life outside of work, including: • 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
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT