Customer Success Manager, Nurture

<h2><span style="font-size: 12pt;"><strong>About Nurture</strong></span></h2> <p><span style="font-size: 12pt;">Nurture, a Pushpay company, is a pastoral care platform helping churches shepherd their people through technology. We are growing rapidly inside Pushpay and are hiring our first dedicated Customer Success Manager to partner directly with our Head of Customer Experience. This person will help shape the scaffolding of how Nurture serves churches at scale — from onboarding through long-term relationships.</span></p> <h2>&nbsp;</h2> <h2><span style="font-size: 12pt;"><strong>About the Role</strong></span></h2> <p><span style="font-size: 12pt;">Today, one person leads onboarding, training, ongoing support, and the customer relationship across roughly 45 churches, with many more in the pipeline. This role exists to take significant ownership of that work — starting with onboarding and administrative drive — while growing into a true thought partner who can help build out the customer success function as Nurture scales. You will ride along on training trips and customer engagements early on, learning the pastoral and product context firsthand, then carry the weight of execution and process as we grow.</span></p> <p>&nbsp;</p> <p data-renderer-start-pos="11111">&nbsp;</p> <p data-renderer-start-pos="11111"><span style="font-size: 12pt;"><strong data-renderer-mark="true">Benefits and Compensation</strong></span></p> <p data-renderer-start-pos="11138"><span style="font-size: 12pt;">We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:</span></p> <ul> <li style="font-size: 12pt;" data-renderer-start-pos="11307"><span style="font-size: 12pt;">100% employer-paid premiums for Medical <span data-highlighted="true" data-vc="highlighted-text"><span class="_kqswh2mm"><span class="_5pioz8co _189e1dm9 _1il9buyh _19lc184f _d0altlke" data-testid="definition-highlighter">HDHP</span></span></span> Plan, Dental, and Vision for employee</span><span style="font-size: 12pt;">70% employer-paid premiums for Medical <span data-highlighted="true" data-vc="highlighted-text"><span class="_kqswh2mm"><span class="_5pioz8co _189e1dm9 _1il9buyh _19lc184f _d0altlke" data-testid="definition-highlighter">PPO</span></span></span> Plan for employees, and Medical, Dental, and Vision for dependents</span></li> <li style="font-size: 12pt;" data-renderer-start-pos="11506"><span style="font-size: 12pt;">401K match</span></li> <li style="font-size: 12pt;" data-renderer-start-pos="11520"><span style="font-size: 12pt;">Remote</span></li> <li style="font-size: 12pt;" data-renderer-start-pos="11590"><span style="font-size: 12pt;">12 paid Company Holidays</span></li> <li style="font-size: 12pt;" data-renderer-start-pos="11618"><span style="font-size: 12pt;">2 paid Volunteer Time Off days</span></li> <li style="font-size: 12pt;" data-renderer-start-pos="11652"><span style="font-size: 12pt;">15 days to start, increases with tenure and seniority.</span></li> <li style="font-size: 12pt;" data-renderer-start-pos="11721"><span style="font-size: 12pt;">Paid parental and adoption leave</span></li> <li style="font-size: 12pt;" data-renderer-start-pos="11757"><span style="font-size: 12pt;"><strong>Compensation Range: $67,500 - $76,000, depending on location.</strong></span></li> </ul> <p data-renderer-start-pos="11822"><span style="font-size: 12pt;"><em data-renderer-mark="true">Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.</em></span></p> <p data-renderer-start-pos="12151"><span style="font-size: 12pt;"><strong data-renderer-mark="true">The following states are approved as remote work locations for this position:&nbsp;AR, AZ, CA, CO, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, OH, OK, PA, SC, TN, TX, WA, VA - All other states are not in consideration for this role at this time.</strong></span></p> <h2>&nbsp;</h2> <h2><span style="font-size: 12pt;"><strong>What You'll Do</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Run customer-facing meetings independently once strategy is defined, including ongoing monthly check-ins and relationship management for an assigned book of churches.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Support documenting processes as they are designed — onboarding playbooks, support workflows, training best practices, ministry-specific strategies — so the team can scale.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify what can be automated or delegated (including to AI tools) versus what must stay human and pastoral, and help build that operational backbone.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Travel periodically for in-person training and customer engagements alongside the Head of Customer Experience.</span></li> </ul> <p>&nbsp;</p> <h2><span style="font-size: 12pt;"><strong>Who You Are</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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”.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Credible in the room: You can confidently and humbly lead discussions with executive pastors and other church leadership.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> </ul> <p>&nbsp;</p> <h2 style="text-align: left;"><span style="font-size: 12pt;"><strong>What You'll Bring</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience in a customer-facing role at a SaaS or technology company, or comparable experience leading implementations and ongoing relationships with organizational customers.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong written and verbal communication; comfortable leading meetings and producing clear documentation.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrated ability to manage multiple work-streams independently and prioritize without hand-holding.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Familiarity with one or more church management systems (PCO, Pushpay CCB, Rock, Salesforce) is a strong plus.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Willingness to travel for customer trainings and team gatherings.</span></li> </ul> <p>&nbsp;</p> <h2><span style="font-size: 12pt;"><strong>What Success Looks Like</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">First 30 days: Shadow customer-facing engagements (sales calls, onboarding kickoffs, training sessions). Begin owning the administration of active onboardings. Document what you observe.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">First 90 days: Independently lead onboarding execution end-to-end for new customers. Become the primary point of contact for an initial book of churches. Establish a recording-and-review habit across customer calls so we can keep improving.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">First 6 months: Own the ongoing relationship and monthly check-ins for ~50 churches. Have helped codify onboarding, support, and training playbooks that the next hires can step into.</span></li> </ul> <p>&nbsp;</p> <h2><span style="font-size: 12pt;"><strong>Why This Role</strong></span></h2> <p><span style="font-size: 12pt;">You will work directly with the founders and leaders of Nurture, inside the support of Pushpay. You will help build something genuinely new — a way for churches to pastor their people through technology — and you will have an unusual influence over how the customer experience function is shaped from the ground up.</span></p> <p>&nbsp;</p> <p data-renderer-start-pos="12929">Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. Pushpay uses E-Verify to confirm employment eligibility. Head to our <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu1v1w _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu1r31 _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b1r31 _4fpr8stv _5goinqa1 _f8pj13af _9oik1r31 _1bnxglyw _jf4cnqa1 _30l313af _1nrm1r31 _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="https://pushpay.com/about-us/careers/united-states" data-renderer-mark="true" data-is-router-link="false" data-testid="link-with-safety">career page</a> to learn more.</p> <p data-renderer-start-pos="13135">If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu1v1w _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu1r31 _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b1r31 _4fpr8stv _5goinqa1 _f8pj13af _9oik1r31 _1bnxglyw _jf4cnqa1 _30l313af _1nrm1r31 _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="mailto:peopleteam@pushpay.com" data-renderer-mark="true" data-is-router-link="false" data-testid="link-with-safety">peopleteam@pushpay.com</a>.</p> <p data-renderer-start-pos="13394"><strong data-renderer-mark="true">About </strong><a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu1v1w _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu1r31 _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b1r31 _4fpr8stv _5goinqa1 _f8pj13af _9oik1r31 _1bnxglyw _jf4cnqa1 _30l313af _1nrm1r31 _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="https://s41008.pcdn.co/wp-content/uploads/2022/05/PushpayAnnualReport2022.pdf" data-renderer-mark="true" data-is-router-link="false" data-testid="link-with-safety"><strong data-renderer-mark="true">Pushpay</strong></a><strong data-renderer-mark="true"> </strong></p> <p data-renderer-start-pos="13410">Pushpay helps organizations and communities come to gather &amp; stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!</p> <p data-renderer-start-pos="13410">&nbsp;</p> <p data-renderer-start-pos="13410">&nbsp;</p> <p data-renderer-start-pos="3040"><em>Applications will be taken on an ongoing basis.</em></p> <p data-renderer-start-pos="3040">&nbsp;</p> <p><span style="color: rgb(255, 255, 255);">#LI-TS1 #LI-Remote</span></p>