Customer Success Manager

About Nurture

Nurture is a rapidly growing pastoral care platform within Pushpay, dedicated to helping churches shepherd their communities through technology. We are expanding our team and seeking a dedicated Customer Success Manager to partner with our Head of Customer Experience. This role is crucial in shaping how Nurture serves churches at scale, from initial onboarding to fostering long-term relationships.

About the Role

This position will take significant ownership of customer onboarding and administrative tasks, evolving into a strategic thought partner as Nurture scales. You will gain firsthand experience by accompanying the Head of Customer Experience on training trips and customer engagements, developing a deep understanding of pastoral needs and product context. The role is designed to carry the weight of execution and process development as the company grows.

What You'll Do

• Lead day-to-day onboarding execution, including securing customer access, coordinating technical setup with the development team, building onboarding templates, and managing project timelines.
• Partner closely with the Head of Customer Experience on customer journeys, participating in sales calls, kickoff meetings, data practices conversations, strategy sessions, and training engagements.
• Independently manage customer-facing meetings, such as monthly check-ins and relationship management for an assigned portfolio of churches.
• Act as a liaison between customers and the development team, communicating solutions, providing customer updates, and reducing the need for engineer involvement in customer calls.
• Support the documentation of processes, including onboarding playbooks, support workflows, training best practices, and ministry-specific strategies to facilitate team scalability.
• Identify opportunities for automation or delegation (including AI tools) and help build the operational backbone to support these initiatives.
• Travel periodically for in-person training and customer engagements.

Who You Are

• Servant-Hearted: Proactively identify and meet team needs with a "no task is too small" mentality.
• Naturally Curious: Eager to learn, understand customer needs deeply, and continuously improve.
• Strategic and Process-Oriented: Excel at creating order from chaos, translating strategy into systems and processes.
• A Driver and Closer: Proactive in carrying tasks to completion and ensuring follow-through.
• Problem Solver: Adept at tackling challenges and collaborating with a team for optimal solutions; possess a strong work ethic and resourcefulness.
• Adaptable and Scrappy: Comfortable in an early-stage, evolving environment and eager to contribute to building the playbook.
• Credible: Confidently and humbly lead discussions with executive pastors and church leadership.
• Customer-Minded with Technical Aptitude: Understand technology sufficiently for meaningful conversations about CHMS integrations (Planning Center, Pushpay CCB, Rock, Salesforce) and evolving customer strategy.

What You'll Bring

• Meaningful church or ministry experience (staff or deep involvement) demonstrating an understanding of pastoral thinking and ministry change management.
• Experience in a customer-facing role at a SaaS or technology company, or comparable experience managing organizational customer relationships and implementations.
• Strong written and verbal communication skills, with experience leading meetings and producing documentation.
• Demonstrated ability to manage multiple workstreams independently and prioritize effectively.
• Familiarity with church management systems (PCO, Pushpay CCB, Rock, Salesforce) is a strong plus.
• Willingness to travel for customer trainings and team gatherings.

What Success Looks Like

• First 30 Days: Shadow customer-facing engagements, begin owning onboarding administration, and document observations.
• First 90 Days: Independently lead end-to-end onboarding for new customers, become the primary contact for an initial book of churches, and establish call recording and review habits.
• First 6 Months: Own ongoing relationships and check-ins for approximately 50 churches, and help codify playbooks for onboarding, support, and training.

Why This Role

You will work directly with Nurture's founders and leaders, supported by Pushpay. This is an opportunity to build something genuinely new in how churches pastor their people through technology, with significant influence over the customer experience function from its inception.

Benefits and Compensation

We are passionate about supporting our employees. In addition to fostering career growth, we offer:

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employees.
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents.
• 401K match.
• Remote work flexibility.
• 12 paid Company Holidays.
• 2 paid Volunteer Time Off days.
• 15 days Paid Time Off (PTO), increasing with tenure and seniority.
• Paid parental and adoption leave.
• Compensation Range: $67,500 - $76,000, depending on location.

Compensation ranges are determined by role and location. The range displayed reflects the pay range across all US locations. Individual pay is determined by work location and factors like job-related skills, experience, and education.

Approved Remote Work Locations: AR, FL, IL, IN, IA, MI, MN, MO, OK, TN, TX. All other states are not currently considered for this role.

About Pushpay

Pushpay is a leading provider of technology for organizations and communities, strengthening connection and belonging through mobile apps, management software, and giving technology. We support over 10,000 customers, having processed over $15 billion in charitable giving. Pushpay is committed to equal opportunity, diversity, and inclusion. We use E-Verify to confirm employment eligibility.

For accommodation requests related to the Americans with Disabilities Act or religious accommodations, please contact peopleteam@pushpay.com.

Applications will be taken on an ongoing basis.