[Hiring] Enterprise Customer Success Manager @Overflow

Role Description

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 and require a seasoned account manager who can navigate multi-threaded stakeholder environments and serve as a true strategic partner at the executive level.

• 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.
• Build relationships across the full organizational structure of each partner: Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications.
• Host four structured giving reviews per year with executive stakeholders at each Enterprise partner.
• Maintain a consistent monthly check-in cadence with each partner between Quarterly Giving Reviews.
• Visit partner accounts in person, typically at or near launch and then at least once a year.
• Flag risks early, manage the renewal pipeline in HubSpot, and execute tailored churn-save strategies.
• Develop and execute tailored expansion strategies for each Enterprise account.
• Build annual strategies for each partner and contribute best-practice playbooks to the broader CS team.
• Share structured, high-quality feedback with Success leadership and Product based on what you are hearing across your Enterprise accounts.
• Educate Enterprise partners on new product releases and roadmap developments.

Qualifications

• 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.
• 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.

Requirements

• Background in church operations, stewardship, or generosity consulting at scale.
• 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.