Director of Customer Success Management

About the Role

The primary goal of the Director of Customer Success is to scale the Customer Success and Account Management organization, identify enhancements to systems and processes, as well as be able to relentlessly manage to goals and Key Performance Indicators (KPIs). This is to be accomplished by the continued optimization of the processes used by the team and managers. The Director of Customer Success has an operational mindset, with a passion to implement systems and processes, guiding managers to higher levels of efficiency. 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 Operations, Product, Engineering, and the Underwriting teams are an absolute must. 

Ranked number 24 by Seattle Business Magazine in the "Washington's 100 Best Companies to Work For" list in the large companies category and named as one of Built In Seattle's "Best Places to Work."

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, Dental, and Vision for employee
• 70%+ employer-paid premiums for Medical, Dental, and Vision for dependents
• 401K match
• 12 paid company holidays
• Hybrid / Flexible work arrangement
• 25 days PTO to start, increases with tenure 
• Paid parental and adoption leave
• CO On-Target Earnings Pay Range: $162,000 - $180,000 / year
• Pay for other states: Varies based on location 

What You'll Do

• Manage 25+ direct reports.
• Own the overall success of Customer Success Manager and Account Manager metrics, systems, and processes, while identifying and implementing key enhancements to systems and processes for improvement.
• Continually identify opportunities to increase revenue, particularly in the areas of retention, upselling, and customer experience; able to effectively communicate and lead the managers and their teams to implement these ideas on the floor.
• Lead project management and facilitate regular meetings to define and drive progress towards desired goals and KPIs.
• 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 daily leadership, giving team feedback, coaching, mentoring, support. In addition, serving as a point-of-escalation.
• Advocate for our customers internally by building relationships with key contacts and partners in sales, product, and engineering to create alignment cross-departmentally.
• Develop and manage on-going KPIs and metrics (daily, weekly, monthly) in alignment with our department's goals to measure success.
• Own the responsibility of operational activities such as creating and running reports and developing dashboards.
• Travel commitment of up to 20% travel.

What You'll Bring

• BA degree or equivalent in transferable skills.
• Minimum 6+ years of relevant experience in Customer Success, Account Management, and Sales.
• 2 years+ managing a team of Account Managers in a SaaS environment or working with selling subscription software.
• Working knowledge of the Google Suite, Microsoft Office products, and Salesforce.
• Managing goals and KPIs while being customer service-centered.
• Strong written and verbal communication skills to interface with executives, employees, and partners across multiple verticals.
• Strong organizational and project management skills.
• Able to thrive in a fast-paced, innovative, and evolving environment.
• Passion for auditing processes, activities, metrics, tools, and data. Looks "under the hood."
• Comfortable working in the faith market.
• Extremely proficient in reporting.

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 peopleteam@pushpay.com.

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. In the 2021 financial year we were honored to process US $6.9 billion in charitable giving. We're growing fast, including an exciting acquisition in 2021, and we need driven talent. Join Pushpay and grow with us!