Customer Success Manager, Nurture

Role overview

The first dedicated Customer Success Manager will partner with the Head of Customer Experience to scale post-sale operations for a pastoral care platform that helps churches engage and shepherd their communities through technology. The role blends hands-on implementation coordination, ongoing account stewardship for a portfolio of faith-based organizations, and foundational process building as the customer success function matures from a one-person operation to a scalable team.

Responsibilities

- Drive day-to-day onboarding execution, including securing customer access, coordinating technical setup with the engineering team, building reusable onboarding templates, and keeping projects moving from kickoff through delivery. - Shadow and then co-lead customer engagements alongside leadership, gradually owning monthly check-ins and relationship management for an assigned portfolio of church customers. - Translate between customers and the development team, relaying solutions from engineering back to customers and reducing how often engineers need to join routine client conversations. - Document onboarding playbooks, support workflows, training best practices, and ministry-specific strategies so future team members can step into well-understood roles. - Identify what can be automated or delegated versus what needs to stay human and pastoral, and help build that operational backbone. - Travel periodically for in-person training sessions and customer engagements alongside the Head of Customer Experience.

Requirements

- Experience in a customer-facing role at a SaaS or technology company, or comparable experience leading implementations and ongoing relationships with organizational customers. - Strong written and verbal communication skills, comfortable leading meetings and producing clear documentation. - Demonstrated ability to manage multiple work streams independently and prioritize without close supervision. - Understanding of what customer engagement looks like in a ministry or faith-based setting. - Willingness to travel for customer trainings and team gatherings.

Nice to have

- Familiarity with one or more church management systems.

Benefits and work setup

- Remote role, with approved work locations limited to a defined list of US states. - 100% employer-paid premiums for the Medical HDHP, Dental, and Vision plan for employees; partial employer-paid premiums for alternative medical plans and dependent coverage. - 401(k) match, 12 paid company holidays plus 2 paid volunteer days, and 15 days of PTO to start, increasing with tenure and seniority. - Paid parental and adoption leave. - Compensation range: $67,500 to $76,000 depending on location.