Customer Success Manager
As the Customer Success Manager (CSM), you will partner with high-value churches to maximize their success with Tithe.ly by driving adoption, engagement, and long-term retention. You will build trusted relationships, provide strategic guidance, and collaborate cross-functionally to champion the voice of the customer and create lasting impact for the churches we serve.
Primary Responsibilities of the Role
Manage a portfolio of high-value church accounts, owning the customer lifecycle from post-onboarding through long-term success.
Drive customer adoption, engagement, expansion, and retention by building trusted relationships, providing strategic guidance, and aligning platform usage to each church’s goals.
Monitor account health, renewal readiness, churn risk, and giving trends, proactively implementing solutions that sustain growth and prevent revenue loss.
Identify and execute upsell, cross-sell, and expansion opportunities that support meaningful customer outcomes.
Serve as the voice of the customer by advocating for needs, surfacing insights, and delivering clear reporting to senior leadership, including root-cause analysis of churn.
Provide ongoing support, training, and problem resolution to maximize satisfaction and remove friction in the customer experience.
Maintain accurate account activity and progress within HubSpot and ChurnZero.
Travel as needed to support launches, at-risk customers, or onsite training, typically 5 to 15 days per year.
Contribute to cross-functional initiatives and additional projects as assigned.
Qualifications
Communicate Effectively by attentively listening to others and adjusting to fit your audience.
Collaborate by working cooperatively with others
Be Action Oriented and step up to handle tough situations.
Has Interpersonal Savvy, relating openly and comfortably with diverse groups of people.
Be Tech Savvy by readily learning and adopting new technologies.
Can Influence People by persuading others to see your point of view and sell customers on the competitive advantage of Tithe.ly.
Technical Qualifications
Required:
Experience in account management, customer success, or sales.
Familiarity with Christian church culture and the ability to engage effectively with church leadership.
Strong sales presence and influential communication skills, with confidence speaking to senior leaders and guiding long-term partnership decisions.
Ability to travel on short notice, typically within 5 to 10 days, to support at-risk accounts, approximately 15 days per year.
Exceptional relational skills with the ability to build trust and credibility quickly.
Solid business acumen, including understanding account value, identifying expansion opportunities, and addressing churn risk.
Preferred:
Two or more years of experience in a Customer Success role, including developing success plans, resolving customer friction, and collaborating cross-functionally with product teams.
Customer Success Manager (CSM) certification.
Office Requirements:
We are a fully distributed team (100% remote) with travel required 1-2 times per year.
A stable work environment with a designated workspace and access to high-speed internet.
US-based and legally able to work full-time in the US. Sponsorships are not available at this time.
Additional Information
The starting annual salary for this role is between $58,000 and $63,000, plus eligibility for additional variable compensation.
Benefits
Health insurance, dental, vision for your family, 401K, paid time off, sick leave, parental leave, and more. We believe taking care of our team is important and want to be sure you have what you need.
Tithe.ly is an Equal Opportunity Employer
Yourgiving, Inc. DBA Tithe.ly (herein, “the Company”) is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race (including hairstyles), color, alienage or national origin, ancestry, citizenship status, sex, gender, gender identity, pregnancy, childbirth or related medical condition, religious creed, physical disability or handicap, mental disability or handicap, age, medical condition (cancer), marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.