Customer Success Manager, Nurture

Summary

Nurture, a Pushpay company, is a pastoral care platform helping churches shepherd their people through technology. The Customer Success Manager will lead onboarding, customer relationship management, training, process documentation, and the development of scalable customer success operations for churches.

Responsibilities

• Lead day-to-day onboarding execution: securing customer access, coordinating with the development team on technical setup, building out onboarding templates, and keeping projects moving from access through delivery
• Partner closely with the Head of Customer Experience as a through line for customers — joining sales calls, kickoff meetings, data practices conversations, strategy sessions, and training engagements
• Run customer-facing meetings independently once strategy is defined, including ongoing monthly check-ins and relationship management for an assigned book of churches
• Translate between customers and the dev team: bring solutions back from engineering, follow up with customers on what's complete and what remains, and reduce the number of times an engineer has to be pulled into customer calls
• Support documenting processes as they are designed — onboarding playbooks, support workflows, training best practices, ministry-specific strategies — so the team can scale
• Identify what can be automated or delegated (including to AI tools) versus what must stay human and pastoral, and help build that operational backbone
• Travel periodically for in-person training and customer engagements alongside the Head of Customer Experience

Skills

• Servant-Hearted. You look for ways to support the team by proactively identifying needs and stepping in to meet them, embracing a "no task is too small" mentality, and never staying siloed to a job description
• Naturally Curious. You love to learn about why and how things work. You like to spend time understanding your customer's needs in detail, and how you can help. You look for ways to be better every day
• Strategic and process-oriented. You think in steps, structures, and systems — and bring order to chaos. You will compliment a highly relational leader by serving as a thought partner, focusing on translating strategy into systems and processes
• A driver and a closer. You do not wait to be followed up with; you carry the ball across the line and close the loop with everyone involved
• Problem Solver. You love identifying and tackling the most difficult of challenges and know how to work with a team to get to the best solution. You go the extra mile with a strong work ethic; self-directed and resourceful. Many would describe you as a “self- starter” or “driven”
• Adaptable and scrappy. You are comfortable in an early-stage environment where the playbook is being written in real time, and you are excited to help write it
• Credible in the room: You can confidently and humbly lead discussions with executive pastors and other church leadership
• Customer-minded with a technical aptitude. You are not a coder, but you understand technology well enough to have a meaningful conversation about CHMS integrations (Planning Center, Pushpay CCB, Rock, Salesforce) and to evolve strategy alongside a customer
• Meaningful church or ministry experience — either staff experience or deep, sustained involvement in a local church. You understand how pastors think and what change management looks like in a ministry setting
• Experience in a customer-facing role at a SaaS or technology company, or comparable experience leading implementations and ongoing relationships with organizational customers
• Strong written and verbal communication; comfortable leading meetings and producing clear documentation
• Demonstrated ability to manage multiple work-streams independently and prioritize without hand-holding
• Willingness to travel for customer trainings and team gatherings
• Familiarity with one or more church management systems (PCO, Pushpay CCB, Rock, Salesforce) is a strong plus

Qualifications

Must Haves

• Servant-Hearted. You look for ways to support the team by proactively identifying needs and stepping in to meet them, embracing a "no task is too small" mentality, and never staying siloed to a job description
• Naturally Curious. You love to learn about why and how things work. You like to spend time understanding your customer's needs in detail, and how you can help. You look for ways to be better every day
• Strategic and process-oriented. You think in steps, structures, and systems — and bring order to chaos. You will compliment a highly relational leader by serving as a thought partner, focusing on translating strategy into systems and processes
• A driver and a closer. You do not wait to be followed up with; you carry the ball across the line and close the loop with everyone involved
• Problem Solver. You love identifying and tackling the most difficult of challenges and know how to work with a team to get to the best solution. You go the extra mile with a strong work ethic; self-directed and resourceful. Many would describe you as a “self- starter” or “driven”
• Adaptable and scrappy. You are comfortable in an early-stage environment where the playbook is being written in real time, and you are excited to help write it
• Credible in the room: You can confidently and humbly lead discussions with executive pastors and other church leadership
• Customer-minded with a technical aptitude. You are not a coder, but you understand technology well enough to have a meaningful conversation about CHMS integrations (Planning Center, Pushpay CCB, Rock, Salesforce) and to evolve strategy alongside a customer
• Meaningful church or ministry experience — either staff experience or deep, sustained involvement in a local church. You understand how pastors think and what change management looks like in a ministry setting
• Experience in a customer-facing role at a SaaS or technology company, or comparable experience leading implementations and ongoing relationships with organizational customers
• Strong written and verbal communication; comfortable leading meetings and producing clear documentation
• Demonstrated ability to manage multiple work-streams independently and prioritize without hand-holding
• Willingness to travel for customer trainings and team gatherings

Nice to Haves

• Familiarity with one or more church management systems (PCO, Pushpay CCB, Rock, Salesforce) is a strong plus

Benefits

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Remote
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO to start, increases with tenure and seniority.
• Paid parental and adoption leave