Enterprise Customer Success Manager

Who We Are

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.

Our Founding Principles

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.

Travel Expectations

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.

Who You Are

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.

What You Will Do

Account Management Excellence: 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.

Multi-Threaded Relationship 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.

Quarterly Giving Reviews: 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.

Monthly Check-Ins: 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.

Partner Visits: 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.

Value Retention and Churn Prevention: Flag risks early, manage the renewal pipeline in HubSpot, and execute tailored churn-save strategies. Navigate difficult renewal conversations with full ownership.

Strategic Upsells and Expansion: 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.

Proactive Strategies and Playbooks: 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.

Voice of the Customer: 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.

Product Advocacy: Educate Enterprise partners on new product releases and roadmap developments, articulating how upcoming changes affect their specific organizational goals and giving infrastructure.

KPIs

110% NRR for owned book of business

90% GRR for owned book of business

90% on-time renewal closure

What You Should Have

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

It'd Be Nice If You Had

Background in church operations, stewardship, or generosity consulting at scale

Experience contributing to team playbooks or mentoring junior team members

Tools and Systems

General Tools: Slack, Google Workspace, Notion, Zoom, TextExpander

Partner Management: HubSpot, Monday.com

Design/Collaboration: Pitch

HR/Operations: Gusto

Security: 1Password

AI & Automation: Claude, Loom

Our Compensation Philosophy

Overflow's compensation philosophy is rooted in Carta Total Compensation benchmarks, ensuring pay that is competitive by role, geography, and function. Actual compensation may vary based on factors including job-related skills, experience, interview performance, and market data.

Total compensation may also include equity, performance-based bonuses (for eligible roles), and a comprehensive benefits package. As a Series B company, we believe equity is a meaningful part of building long-term ownership—when Overflow wins, our team should share in that upside.

Benefits & Perks

Overflow offers a thoughtful benefits package designed to support your well-being, growth, and life outside of work, including:

Competitive base salary and equity

Excellent medical, dental, and vision coverage for employees and dependents

Generous paid time off and company holidays

Paid parental leave

401(k) retirement plan

Dedicated mental health and therapy stipend to support personal well-being

Team retreats and intentional in-person gatherings throughout the year

Overflow is proud to be an equal opportunity employer and is committed to building a diverse and inclusive team.