Customer Success Manager

5 days ago

San Francisco, California, United States Overflow Full time
Job Description

Overview

Overflow is seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success department, you will be responsible for effectively nurturing customers throughout their lifecycle to provide education, increase product utilization, and deliver customer value.

Key Responsibilities

  • Work with a portfolio of customers to help them meet their business objectives through regular check-ins, training sessions, and content development.
  • Create educational content and resources to help customers understand the benefits of using Overflow's platform.
  • Act as the customer's guide to successfully launch Overflow to their constituents.
  • Develop and build strong relationships with key customer stakeholders and executive sponsors.
  • Understand customers' needs and priorities to optimize the use of the Overflow platform.
  • Identify new opportunities to upsell, cross-sell, and increase utilization of features.
  • Effectively communicate application features and product information for new releases and facilitate their adoption.
  • Be the voice of the customer and provide internal feedback on how Overflow can better serve our customers.
  • Collaborate closely with various cross-functional teams to drive better results.
  • Ensure excellent CRM usage and reporting.

Requirements

  • Alignment to Overflow's mission to inspire the world to give, founded on Christian Proverbs 11:24.
  • Agreement with Overflow's values, which inspire our company culture.
  • Willingness to travel and participate in in-person gatherings.
  • Commitment to serving the evangelical Christian church space, alongside the wider 501c3 non-profit space.
  • Desired technical skills and aptitudes:
    • 5+ years in a CSM role.
    • B2B experience is a must.
    • Experience on the staff of nonprofits or churches is a huge bonus.

Preferred Qualifications

  • You are deeply passionate and curious about the work of churches and nonprofits and how it can be accelerated through innovation and generosity.
  • You care about the details and won't stop until a solution is found.
  • You engage clients from a place of authenticity and empathy, seeking to do whatever it takes for them to be successful.
  • You're an outstanding verbal communicator that knows how to think on your feet and work with a team to develop innovative strategies that further the partnership.
  • You're an exceptional written communicator with a talent for making clients feel known and understood, and an ability to craft comprehensive, well-informed communications.
  • You are exceedingly organized and are skilled in managing and following up on many tasks at once.
  • You are ready to move fast and learn fast.

Compensation Package

Base salary: payable on a bi-monthly basis and subject to all withholdings and deductions as required by law.

Equity grant: subject to approval by the Board of Directors, 4-year vest, 1-year cliff.

Benefits:

  • 120 hours paid time off (PTO) earned on an accrual basis.
  • Generosity fund.
  • 401(k) plan.
  • IRL gatherings.
  • Mental health stipend.

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