Overflow is hiring a
Customer Success, Account Manager
📍 Mountain View, CA
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This is an in-person role located in Mountain View, California or Birmingham, Alabama
JOB DESCRIPTION
JOB DESCRIPTION
Overflow’s Account Manager is responsible for cultivating relationships with Overflow’s customers to help them realize immense value on the platform and grow their organizations’ giving revenue. The Account Manager oversees client relationships from the moment of signature through renewal, including managing upsell opportunities and retention. This individual will have the opportunity to approach partners with a genuine desire to add value to their organizations and influence the product roadmap based on customer insights gained through various touchpoints. The ultimate goal of the Account Manager is that customers love the platform so much they share Overflow with their network and grow the Overflow customer base.
REPORTS TO
Head of Partnership Success - Claire Machado
RESPONSIBILITIES
- Develop a high-touch engagement program that incorporates the “Overflow touch” - above-and-beyond service including gifts and in-person visits to top clients.
- Work with a portfolio of partners to help them meet their business objectives through Zoom calls, trainings, content development, etc.
- Act as the relationship thread throughout activation and onboarding to ensure a customer’s needs are met and the partnership builds a strong foundation from day one.
- Develop and build strong relationships with key customer stakeholders and executive sponsors through in-person visits, deeply understanding their goals and aligning our work with those, celebrating key moments for the organization with them, and more.
- Understand customers’ needs and priorities to optimize the use of the Overflow platform
- Identify new opportunities to up-sell, cross-sell, and increase utilization of features
- Deploy effective renewal strategies to maintain a 100%+ NDR
- Effectively communicate application features and product information for new releases and facilitate their adoption
- Be the voice of the customer and provide internal feedback on how Overflow can better serve our customers
- Collaborate closely with various cross-functional teams (Product and Engineering, Marketing, and Go To Market) to drive better results.
- Ensure excellent CRM usage and reporting
NON NEGOTIABLE QUALIFICATIONS
- Alignment to Overflow’s mission to Inspire The World to Give founded on Christian Proverbs 11:24 “The world of the generous gets larger & larger.”
- Agreement with Overflow Values which inspires Overflow Company Culture
- Willingness to travel & participate in in person gatherings
- Commitment to serving the evangelical Christian church space, along side wider 501c3 non profit space
DESIRED TECHNICAL SKILLS & APTITUDES
- You are deeply passionate and curious about the work of churches and nonprofits and how it can be accelerated through innovation and generosity.
- You care about the details and won't stop until a solution is found.
- You engage clients from a place of authenticity and empathy, seeking to do whatever it takes for them to be successful.
- You're an outstanding verbal communicator that knows how to think on your feet and work with a team to develop innovative strategies that further the partnership.
- You're an exceptional written communicator with a talent for making clients feel known and understood, and an ability to craft comprehensive, well-informed communications.
- You are exceedingly organized and are skilled in managing and following up on many tasks at once.
- You are a problem solver who understands that true partnership creates win-win solutions
- You are ready to move fast and learn fast!
- 5+ years in a CSM role.
- B2B experience is a must.
- Experience on the staff of nonprofits or churches a huge bonus!
- Work from San Francisco Bay Area near Mountain View Headquarters
TECH STACK
- GENERAL TEAM
- Slack
- Google Suite
- Notion
- Zoom
- Canva
- Pitch
- SUCCESS TEAM
- Monday.com
- Churn Zero
- Salesforce
- Calendly
- Update AI
- Zendesk
- Text Expander
- Aircall
OFFER LETTER
PROBATIONARY PERIOD
The first 90 days of your employment will be under a probationary period. During this period, both the company and you will determine whether you can perform the requirements of the job you have been assigned to. Near the end of this probation, we will assess your performance in the form of a standard review.
COMPENSATION PACKAGE
BASE SALARY 💰 Payable on a bi-monthly basis & subject to all withholdings & deductions as required by law
EQUITY GRANT 📈 Subject to approval by Board of Directors, 4 year vest, 1 year cliff
BENEFITS OFFERING
*These details are for information purposes and are subject to any company policy or plan changes
- Medical Health Plan 🏥
- Dental Care Plan 🦷
- 120 hours paid time off (PTO) earned on an accrual basis 🏖️
- Company-paid holidays 🎄 🎇 ✝️
- Dependent Care FSA (DCFSA) 👪🏼
- Paid parental leave plans 👩🏼🍼👨🏽🍼
- Generosity Fund 🎁
- Disney Park Experience 🐭 🏰
- 401(k) Plan
- IRL Gatherings
- Mental Health Stipend
Overflow.
The Most Powerful Giving Platform On The Planet.
Overflow is the philanthropy platform for today pairing modern technology with an uncomplicated approach to giving. We are a Series A startup founded in Silicon Valley with an audacious mission to inspire the world to give. We are backed by top-tier VC firms and strategic angels & leaders within organizations like Hubspot, Golden State Warriors, Carta, Lyft, Stripe, & Venmo.
We are addressing a $450B philanthropic market ripe for disruption. Overflow is a B2B SaaS company that unlocks net-new donations for nonprofits solving some of the most pressing problems we face as a civilization. We are working to make generosity frictionless across all asset classes including stock, crypto, and cash. Some of the top nonprofits in the world trust us and we are positioned to lead the market as a top payments provider. Learn more about why we started this company.
FOUNDING PRINCIPLES
Overflow was founded on the Ancient Christian Proverb 11:24 “The world of the generous gets large and larger.” It is teachings similar to this that guides, empowers, and directs our executive leadership team.
OVERFLOW CULTURE
Vision is where we are going & Culture is how we get there.
Our values determine our culture.
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