Job Description

Customer Success Manager, Mid-Market Resi

Location: Hybrid (3 days in office per week) in Allen, TX only

About the Role:

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

The Customer Success Manager, Mid-Market 1 Res plays a key role in driving customer success by proactively managing a portfolio of SME and MM accounts. In this role, you will ensure our customers are successful in their deployment, adoption, and usage of Resi through personalized engagement, including attending local quarterly onsites. You will focus on building strong relationships, coaching, and training customers to maximize the value of our solutions. Your goals include net expansion (upsell & downsell), churn mitigation, and strategic renewal management.

Supervisory Responsibilities: None

Named as one of BuiltIn ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 'Best Places to Work for Women' by Best Companies Group.

Benefits and Compensation:

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:

• 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
• Hybrid work model - 3 days in the office / 2 days remote each week
• 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

Compensation ranges are determined by role and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You’ll Do:

• Proactively manage SME and MM customers
• Attend local quarterly onsites
• Upsell, downsell, hardware, and churn goals
• Strategize renewals and expansion opportunities
• Coach and train customers
• Communicate and track roadblocks and customer trends within book
• Supportive of House of Worship mission and goals

What You’ll Bring:

Soft Skills:

• Problem solver
• Multi-tasker
• Curious
• Strong communicator
• Highly organized
• Empathetic

Qualifications/Competencies:

• Demonstrated ability to learn technical products quickly
• Strong written communication skills

Hard Skills:

• Project management
• Renewal negotiation

Education and Experience:

• Two years of customer success management or equivalent experience
• Managed 100+ accounts previously

Work Environment & Physical Demands:

Prolonged periods of sitting at a desk and working on a computer will be required. This role consistently operates standard office equipment such as computers and phones. This is largely a sedentary role but may occasionally require lifting up to 50 pounds, walking, bending, or standing as necessary. This description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.

If you require a modification to your work equipment or furniture please contact the People Team - peopleteam@pushpay.com

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 career page to learn more.

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 peopleteam@pushpay.com.

About Pushpay

Pushpay helps organizations and communities come to gather & 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!