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Customer Success Manager

• Serve as the named Enterprise Customer Success Manager for a focused book of complex, high-value partner organizations
• Act as a strategic partner to executive leadership and manage account health, retention, and growth
• Build relationships with Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications
• Host four structured giving reviews per year with executive stakeholders at each Enterprise partner
• Maintain monthly check-ins with each partner
• Visit partner accounts at or near launch and at least once a year thereafter
• Flag risks early, manage the renewal pipeline in HubSpot, and execute tailored churn-save strategies
• Develop and execute expansion strategies and identify strategic upsell opportunities
• Build annual partner strategies and contribute best-practice playbooks to the Customer Success team
• Mentor and support junior Customer Success Managers
• Share structured customer feedback, product gaps, trends, and innovation opportunities with Success leadership and Product
• Educate Enterprise partners on new product releases and roadmap developments
• Achieve KPIs of 110% NRR, 90% GRR, and 90% on-time renewal closure