Pushpay

Customer Success Manager

• Lead day-to-day onboarding execution, including securing customer access, coordinating technical setup with development, building onboarding templates, and moving projects from access through delivery
• Partner with the Head of Customer Experience on sales calls, kickoff meetings, data-practices conversations, strategy sessions, and training engagements
• Run customer-facing meetings independently, including monthly check-ins and relationship management for an assigned book of churches
• Translate between customers and the development team by communicating engineering solutions, following up on completion, and reducing engineer involvement in customer calls
• Document onboarding playbooks, support workflows, training best practices, and ministry-specific strategies
• Identify work that can be automated or delegated, including to AI tools, versus work requiring human and pastoral involvement
• Travel periodically for in-person training and customer engagements
• Shadow and progressively own customer-facing engagements, onboarding administration, customer relationships, and scalable customer-success processes

Account Executive

• Develop and execute sales strategies targeting specific accounts in new market verticals based on Resi’s unique ICP
• Present Resi’s products and solutions, demonstrating how live streaming addresses challenges and goals in new market contexts
• Own the inside and outside sales process at Resi
• Guide prospects through the buyer’s journey with tailored solutions
• Create and manage a qualified sales-lead pipeline and close deals to meet or exceed quotas
• Build and deliver customized demos of Resi’s platform for each prospect’s needs and application
• Collaborate with internal teams to address technical challenges and ensure seamless implementation for educational customers

Account Executive, New Markets

General

• Own escalation processes to Engineering from Customer Success and manage associated communication channels
• Troubleshoot assigned product-area issues by reproducing issues, using backend tools to analyze or fix data, and evaluating systemwide scope
• Serve as the product subject matter expert and provide internal support and product-change communications to Customer Success
• Maintain and enhance technical tools used by Customer Success
• Coordinate with Technical Services to invoice and schedule requested work
• Participate in product releases, customer feedback loops, and product roadmap activities on behalf of Customer Success
• Provide front-line technical support to strategic customers via email, phone, live chat, and video
• Assess technical validity and feasibility of special requests and collaborate with Product, Engineering, and technical teams on custom solutions
• Participate in pre-sales support for larger or more complex questions and objections
• Monitor technical channels for issues, investigate, and escalate as appropriate
• Coordinate with Product, Engineering, and Operations to mitigate immediate issues and validate long-term solutions
• Provide Customer Success with communications and resources to respond to or resolve issues

Customer Success Manager

Account Executive, New Markets

Technical Specialist