[Hiring] Customer Success Manager @Pushpay

Role Description

Nurture, a Pushpay company, is a pastoral care platform helping churches shepherd their people through technology. We are growing rapidly inside Pushpay and are hiring our first dedicated Customer Success Manager to partner directly with our Head of Customer Experience. This person will help shape the scaffolding of how Nurture serves churches at scale — from onboarding through long-term relationships.

Today, one person leads onboarding, training, ongoing support, and the customer relationship across roughly 45 churches, with many more in the pipeline. This role exists to take significant ownership of that work — starting with onboarding and administrative drive — while growing into a true thought partner who can help build out the customer success function as Nurture scales. You will ride along on training trips and customer engagements early on, learning the pastoral and product context firsthand, then carry the weight of execution and process as we grow.

What You'll Do

• Lead day-to-day onboarding execution: securing customer access, coordinating with the development team on technical setup, building out onboarding templates, and keeping projects moving from access through delivery.
• Partner closely with the Head of Customer Experience as a through line for customers — joining sales calls, kickoff meetings, data practices conversations, strategy sessions, and training engagements.
• Run customer-facing meetings independently once strategy is defined, including ongoing monthly check-ins and relationship management for an assigned book of churches.
• Translate between customers and the dev team: bring solutions back from engineering, follow up with customers on what's complete and what remains, and reduce the number of times an engineer has to be pulled into customer calls.
• Support documenting processes as they are designed — onboarding playbooks, support workflows, training best practices, ministry-specific strategies — so the team can scale.
• Identify what can be automated or delegated (including to AI tools) versus what must stay human and pastoral, and help build that operational backbone.
• Travel periodically for in-person training and customer engagements alongside the Head of Customer Experience.

Who You Are

• Servant-Hearted: You look for ways to support the team by proactively identifying needs and stepping in to meet them, embracing a "no task is too small" mentality, and never staying siloed to a job description.
• Naturally Curious: You love to learn about why and how things work. You like to spend time understanding your customer’s needs in detail, and how you can help. You look for ways to be better every day.
• Strategic and process-oriented: You think in steps, structures, and systems — and bring order to chaos. You will complement a highly relational leader by serving as a thought partner, focusing on translating strategy into systems and processes.
• A driver and a closer: You do not wait to be followed up with; you carry the ball across the line and close the loop with everyone involved.
• Problem Solver: You love identifying and tackling the most difficult of challenges and know how to work with a team to get to the best solution. You go the extra mile with a strong work ethic; self-directed and resourceful.
• Adaptable and scrappy: You are comfortable in an early-stage environment where the playbook is being written in real time, and you are excited to help write it.
• Credible in the room: You can confidently and humbly lead discussions with executive pastors and other church leadership.
• Customer-minded with a technical aptitude: You are not a coder, but you understand technology well enough to have a meaningful conversation about CHMS integrations (Planning Center, Pushpay CCB, Rock, Salesforce) and to evolve strategy alongside a customer.

What You'll Bring

• Meaningful church or ministry experience — either staff experience or deep, sustained involvement in a local church. You understand how pastors think and what change management looks like in a ministry setting.
• Experience in a customer-facing role at a SaaS or technology company, or comparable experience leading implementations and ongoing relationships with organizational customers.
• Strong written and verbal communication; comfortable leading meetings and producing clear documentation.
• Demonstrated ability to manage multiple work-streams independently and prioritize without hand-holding.
• Familiarity with one or more church management systems (PCO, Pushpay CCB, Rock, Salesforce) is a strong plus.
• Willingness to travel for customer trainings and team gatherings.

Benefits

• 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.
• Remote work options.
• 12 paid Company Holidays.
• 2 paid Volunteer Time Off days.
• 15 days PTO to start, increases with tenure and seniority.
• Paid parental and adoption leave.
• Compensation Range: $67,500 - $76,000, depending on location.

What Success Looks Like

• First 30 days: Shadow customer-facing engagements (sales calls, onboarding kickoffs, training sessions). Begin owning the administration of active onboardings. Document what you observe.
• First 90 days: Independently lead onboarding execution end-to-end for new customers. Become the primary point of contact for an initial book of churches. Establish a recording-and-review habit across customer calls so we can keep improving.
• First 6 months: Own the ongoing relationship and monthly check-ins for ~50 churches. Have helped codify onboarding, support, and training playbooks that the next hires can step into.

Why This Role

You will work directly with the founders and leaders of Nurture, inside the support of Pushpay. You will help build something genuinely new — a way for churches to pastor their people through technology — and you will have an unusual influence over how the customer experience function is shaped from the ground up.