Enterprise Customer Success Manager

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.

• 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 Hub Spot, 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…