Enterprise Customer Success Manager

Overflow

5d•Remote

About The Position

Overflow is a Silicon Valley technology company with a bold mission: to inspire the world to give. We are a B2B SaaS philanthropy platform that enables modern giving across cash, stock, and crypto for nonprofits, churches, and mission-driven organizations. Backed by leading investors including Uncork Capital, Craft Ventures, and Village Global, Overflow builds secure, beautifully designed infrastructure that powers generosity at scale. Overflow was founded on the belief that generosity transforms people and communities. Inspired by Proverbs 11:24 — "The world of the generous gets larger and larger" — we operate with integrity, stewardship, service, and excellence. This is a fully remote role with regular travel. You'll visit each enterprise partner on-site at or near launch and at least once a year after that, and you'll join the team for in-person collaboration weeks at our Los Gatos, CA or Birmingham, AL offices 1-2 times a year. Overflow is seeking an Enterprise Customer Success Manager to own the health, retention, and growth of our most complex, high-value partner organizations. These are large, multi-location churches with sophisticated operations - Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications all at the table - and they require a seasoned account manager who can navigate multi-threaded stakeholder environments and serve as a true strategic partner at the executive level. This role is measured by the ability to retain and expand a focused book of organizationally complex accounts, earn lasting trust from leadership, and consistently identify growth opportunities that match each partner's mission and scale.

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 Haves

Background in church operations, stewardship, or generosity consulting at scale
Experience contributing to team playbooks or mentoring junior team members

Responsibilities

Serve as the named Enterprise Customer Success Manager for a focused book of our most complex, high-value partner organizations.
Operate as a true strategic partner to each partner's executive leadership, earning trust through consistent delivery, deep product knowledge, and strategic conversation, not just renewal management.
Build relationships across the full organizational structure of each partner: Executive Pastors, CFOs, Finance Committees, Operations, IT, and Communications.
Ensure no key stakeholder relationship goes unmanaged and that Overflow has advocates at every level of the organization.
Host four structured giving reviews per year with executive stakeholders at each Enterprise partner.
Use these sessions to review platform performance, measure giving outcomes, address organizational concerns, and build the strategic case for continued and expanded investment.
Maintain a consistent monthly check-in cadence with each partner between Quarterly Giving Reviews to track engagement, surface emerging needs, and keep the relationship active and productive.
Visit partner accounts in person, typically at or near launch and then at least once a year, to establish the relationship, meet key stakeholders face-to-face, and develop a high-trust, long-term partnership.
Flag risks early, manage the renewal pipeline in HubSpot, and execute tailored churn-save strategies.
Navigate difficult renewal conversations with full ownership.
Develop and execute tailored expansion strategies for each Enterprise account.
Propose solutions that go beyond the existing playbook, drawing on a deep understanding of each partner's organizational priorities and generosity goals.
Build annual strategies for each partner and contribute best-practice playbooks to the broader CS team.
Serve as a mentor and resource for junior Customer Success Managers, sharing what is working across your book.
Share structured, high-quality feedback with Success leadership and Product based on what you are hearing across your Enterprise accounts.
Surface trends, product gaps, and innovation opportunities in a way that influences internal strategy.
Educate Enterprise partners on new product releases and roadmap developments, articulating how upcoming changes affect their specific organizational goals and giving infrastructure.