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Self-Service Customer Success Specialist

2 months ago

Redmond, Washington, United States Pushpay Full time

Position Overview

The Self-Service Customer Success Manager at Pushpay is instrumental in fostering exceptional relationships between our clients and our brand. This role is performance-driven, focusing on customer retention, renewals, and strategic support for a designated portfolio of accounts. You will be responsible for crafting contract terms and pricing strategies that align with business goals. Your objectives will encompass annual renewal revenue, product expansion, and enhancing contributions through the Pushpay platform. Committed to ensuring our clients thrive in their implementation, adoption, and utilization of Pushpay, you will build robust relationships within a self-service framework.

Recognized as one of the top employers in the region, Pushpay has been acknowledged for its outstanding workplace culture.

Compensation and Benefits

  • Comprehensive employer-funded premiums for Medical HDHP Plan, Dental, and Vision for employees.
  • Substantial employer contributions for Medical PPO Plan for employees and their dependents.
  • 401K matching program.
  • Flexible work environment - 3 days in-office and 2 days remote each week.
  • Generous paid holidays and time off policies.
  • Paid parental and adoption leave.
  • Salary Range: $51,200-$63,000 base + bonus potential, totaling $57,600-$70,000 OTE; varies by location.

Salary ranges are based on role and geographical location, with individual compensation determined by various factors including skills, experience, and education.

Key Responsibilities

  • Retention Focus: You will have specific targets aimed at ensuring customer loyalty.
  • Adoption Goals: Our mission is to assist organizations in deploying and utilizing Pushpay effectively, while also driving engagement with their contributors.
  • Upselling: As we enhance our engagement platform, you will be tasked with promoting additional products and features.
  • High Activity Levels: You will engage with numerous clients, necessitating a high volume of calls and emails.
  • Product Expertise: You will become proficient in Pushpay's offerings to facilitate training, deployment, and user engagement, which is crucial for both retention and upselling.
  • Additional duties as assigned.

Qualifications

  • A Bachelor's Degree or equivalent experience.
  • Demonstrated success in meeting quotas and targets.
  • Experience Required: Minimum of 2 years in customer success, account management, or renewal management, with familiarity in Salesforce or similar CRM systems. Background in Not-for-Profit, Education, or Faith sectors is preferred.
  • Ability to manage the complete renewal cycle from initial contact to closure, including discovery calls and negotiations.
  • Strong Communication Skills: Excellent written and verbal abilities, capable of simplifying complex technology and concepts for diverse audiences.
  • Problem-Solving Skills: A proactive approach to identifying challenges and collaborating with teams to find optimal solutions.
  • Multi-Tasking Ability: Proficient in managing a dynamic workload, excelling in time management and prioritization.
  • Business Acumen: A keen interest in technology and a strong understanding of business principles.
  • Attention to Detail: Capable of managing customer interactions and key projects with precision.
  • Interpersonal Skills: Ability to build and maintain strong relationships with clients and colleagues alike.
  • Performance Driven: A desire to set and achieve ambitious goals consistently.
  • Curiosity: A passion for understanding processes and customer needs in depth.
  • Adaptability: Thrives in a fast-paced environment and embraces change.

Pushpay is dedicated to fostering an inclusive workplace that values diversity among all team members.

About Pushpay

Pushpay empowers organizations and communities to connect and strengthen their bonds through our suite of mobile applications, management software, and giving technologies. Our dedicated team supports a vast customer base, driving positive social impact through charitable contributions.