Enterprise Customer Success Manager

Overflow is a Silicon Valley B2B SaaS philanthropy platform that enables modern giving across cash, stock, and crypto for nonprofits, churches, and mission-driven organizations. The Enterprise Customer Success Manager will own the health, retention, and growth of large, multi-location church partner organizations. This is a fully remote role with regular travel, including on-site partner visits and in-person collaboration weeks at the Los Gatos, CA or Birmingham, AL offices 1-2 times a year.

Responsibilities

Account Management Excellence: Serve as the named Enterprise Customer Success Manager for a focused book of complex, high-value partner organizations; Multi-Threaded Relationship Management: Build relationships across the full organizational structure of each partner and ensure Overflow has advocates at every level; Quarterly Giving Reviews: Host four structured giving reviews per year with executive stakeholders at each Enterprise partner; Monthly Check-Ins: Maintain a consistent monthly check-in cadence with each partner; Partner Visits: Visit partner accounts in person, typically at or near launch and at least once a year; Value Retention and Churn Prevention: Flag risks early, manage the renewal pipeline in HubSpot, and execute tailored churn-save strategies; Strategic Upsells and Expansion: Develop and execute tailored expansion strategies for each Enterprise account; Proactive Strategies and Playbooks: Build annual strategies for each partner and contribute best-practice playbooks; mentor junior Customer Success Managers; Voice of the Customer: Share structured feedback with Success leadership and Product; Product Advocacy: Educate Enterprise partners on new product releases and roadmap developments

Requirements

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, including in-person; 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

Nice to have

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; Team retreats and intentional in-person gatherings throughout the year; Performance-based bonuses (for eligible roles)