Director, Customer Success at Pushpay

| Redmond
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Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere.  

We recently announced the exciting news of Pushpay and Church Community Builder merging together to deliver a best-in-class fully integrated church management system (ChMS), custom community app, and giving solutions for organizations in the faith sector. The combination of our two companies gives us complimentary world class solutions for our customers and aligns strongly with Pushpay’s core strategy of providing innovative, market-leading solutions for customers.

About the Team:

Be a part of building the team that ensures our customers have a true partner and advocate in the successful adoption and use of our solutions.  Through thoughtful deployment, training and ongoing support our team delivers a world class experience enabling our customers to achieve their organizational goals.

About the Position:

The primary goal of the Director of Customer Success is to scale the Customer Success and Account Management organization, identify enhancements to systems and processes, as well as be able to relentlessly manage to goals and Key Performance Indicators (KPIs). This is to be accomplished by the continued optimization of the processes used by the team and managers. The Director of Customer Success must have an operational mindset, with a passion to implement systems and processes, guiding managers to higher levels of efficiency. He/she will provide operational leadership and direction by assisting and training the team to “manage to the process” and achieve desired results. Close-working relationships with Operations, Product, Engineering, and the Underwriting team are an absolute must. This role reports to the Chief Customer Officer.

Key Responsibilities:

  • Own the overall success of Customer Success Manager and Account Manager metrics, systems, and processes, while identifying and implementing key enhancements to systems and processes for improvement
  • Continually identify opportunities to increase revenue, particularly in the areas of retention, upselling, and customer experience; able to effectively communicate and lead the managers and their teams to implement these ideas on the floor
  • Lead project management and facilitate regular meetings to define and drive progress towards desired goals and KPIs.
  • Ensure operational readiness, and provide ongoing training for growth and development of managers and their teams.
  • Direct daily activities of managers, and provide on-the-floor, daily leadership; giving team feedback, coaching, mentoring, support, in addition to serving as a point of escalation.
  • Advocate for our customers internally by building relationships with key contacts and partners in sales, product, and engineering to create alignment cross-departmentally.
  • Develop and manage on-going KPIs and metrics (daily, weekly, monthly) in alignment with our department’s goals to measure success.
  • Own the responsibility of operational activities such as creating and running reports and developing dashboards.

Basic Qualifications:

  • Minimum 6+ years of relevant experience in Customer Success, Account Management, and Sales
  • Minimum 2+ years leading Account Management and/or Sales teams with a track record of meeting and exceeding quota
  • Working knowledge of the Google Suite, Microsoft Office products, and Salesforce

Preferred Skills:

  • Managed teams with 25+ members
  • BA degree from an accredited institution with an MBA/graduate degree
  • Customer Success, Account Management, and Sales experience in a SaaS environment
  • Managing goals and KPIs while being customer service-centered
  • Strong written and verbal communication skills to interface with executives, employees, and partners across multiple verticals
  • Strong organizational and project management skills
  • Able to thrive in a fast-paced, innovative, and evolving environment
  • Passion for auditing processes, activities, metrics, tools, and data. Looks “under the hood.”

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • AWSDatabases
    • NoSQLDatabases
    • DynamoDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen


Tech-savvy suburbia, walking distance to Whole Foods, Poke, and Chipotle!

An Insider's view of Pushpay

What’s the vibe like in the office?

The vibe in the office is the most positive I've ever worked in! It's an environment where my teammates are willing to sacrifice their own time to help me achieve my goals and targets. It's wonderful knowing that others care about me and I would consider my coworkers my friends.


Account Executive

What does your typical day look like?

I get to help anyone and everyone to get their work done. If they have any issues, I come help get it fixed for them. I feel like a superhero because I get to run around saving people's days. I am always here to help!


IT Support Analyst

How has your career grown since starting at the company?

Starting out in Sales, I learned a ton about the Pushpay product and loved sharing about it with customers. Now, three positions later, I'm a Recruiter finding talent for Pushpay! I love how much support I received from leadership when I shared with them my aspirations.



How do you empower your team to be more creative?

We have worked hard to create an environment where people are encouraged and expected to think outside of the box. We value bold ideas and empower our people to speak up, fostering the kinds of discussions required to generate creative solutions. We’re always searching for exceptional strategists, technologists, and communicators!


Chief Customer Officer

What is your vision for the company?

Our focus was to become the #1 partner to the US faith sector through strengthening community, connection and belonging. Today we serve over 7,900 churches, delivering world-leading custom apps, giving and donor management services. Our vision remains the same, expanding our SaaS services that help communities all around the world to thrive!



What are Pushpay Perks + Benefits

Pushpay Benefits Overview

Picnics, BBQs, morale events, and more! This is just a snapshot of what you can expect after coming onboard. With quarterly wellness events ranging from fun runs to Monthly volunteer events with Pushpay Cares! You'll be able to work hard and play hard at Pushpay.

Volunteer in local community
Pushpay Cares: Our employee led program aligned to our core value of Generosity: opportunities for Pushpay employees to give back to their communities.
Friends outside of work
Eat lunch together
Intracompany committees
WLEAD: Enabling inclusion in the workplace. Women’s Leadership Exploration & Development An Employee Resource Group for women & men
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
We love our Race and Culture group (RAC) and our Women's Leadership Exploration and Development (WLEAD) group!
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Pushpay participated in the Tough Mudder event for 2 years in a row! Many teams also choose to work out at local gyms together!
Mental Health Benefits
100% reimbursable Mental Health appointments with in-network providers. With many additional tools in Pushpay's EAP.
Retirement & Stock Options Benefits
401(K) Matching
100% vested after 2 years, matching at 4%.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of paid parental leave for the primary caretaker. Pushpay also provides 2 weeks of leave for the secondary caretaker.
Remote Work Program
As we all battle COVID-19 together our Redmond office will remained closed.
Family Medical Leave
Adoption Assistance
Company sponsored family events
Pushpay sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Pushpay employees receive between 15 and 25 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Ping Pong table!
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted at team's discretion.
Recreational Clubs
Employee- organized flag football and board game nights are popular!
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Pushpay hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program

Additional Perks + Benefits

Pushpay focuses on continually improving our employees' experience. We are always adding new perks and benefits!

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