Manager of Customer Growth, Nurture

Pushpay provides mobile apps, management software, and giving technology that help organizations and communities stay connected. The Manager of Customer Growth, Nurture will lead and scale a customer growth organization focused on retention, expansion revenue, product adoption, and customer outcomes. The role will coach representatives, build KPI-driven operating systems, support strategic customer relationships, and partner cross-functionally to improve net revenue retention and long-term customer value.

Responsibilities:

• Design and lead Pushpay’s proactive account growth and expansion strategy across a customer base of 14,000+ organizations
• Build and develop a high-performing Account Management and Growth organization focused on retention, expansion, product adoption, and customer outcomes
• Create scalable systems, playbooks, segmentation strategies, and operating rhythms to support long-term growth
• Establish rigorous inspection and accountability frameworks with clearly defined KPIs, dashboards, forecasting, and operational cadences
• Drive Net Revenue Retention and Customer Expansion
• Own strategic initiatives focused on improving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), product adoption, and customer lifetime value
• Develop targeted motions for cross-sell, upsell, migration, adoption, and customer expansion tied to Pushpay’s evolving platform strategy
• Partner closely with Customer Success, Product, Marketing, Finance, and Sales to align customer growth initiatives to company priorities
• Build programs that intentionally drive customer alignment to new and existing Pushpay products and services
• Deal Coaching & Co-Selling: Actively participate in discovery calls, customer presentations, and commercial negotiations alongside reps to help advance and close strategic opportunities
• Pipeline & Forecast Inspection: Conduct weekly 1:1 pipeline reviews to inspect deal stage accuracy, identify deal risks, and maintain precise monthly/quarterly TMNR forecasts
• Rep Enablement & Hiring: Recruit, onboard, and continuously develop Ministry Growth Partners on consultative selling, whitespace mapping, and Pushpay product adoption
• Partner closely with Strategic Customer Success Managers to support retention, growth, executive alignment, and long-term strategic success across Pushpay’s top customer accounts (Top 350)
• Ensure Pushpay maintains deep executive alignment with key customer stakeholders and proactively identifies risks, opportunities, and evolving customer needs
• Build processes to “look around corners” for strategic customers — ensuring visibility into organizational changes, future initiatives, adoption risks, and growth opportunities
• Serve as an executive escalation and partnership leader for high-impact customer relationships
• Act as a strong internal voice of the customer across Product, Customer Success, Growth, and Executive Leadership
• Champion customer-first decision making while balancing company growth objectives
• Create mechanisms for surfacing customer insights, trends, risks, and opportunities to senior leadership
• Help shape product roadmap discussions and strategic priorities through customer feedback and market intelligence
• Build and operationalize a scalable Account Management and Growth framework across Pushpay’s customer base
• Establish clear segmentation strategies, customer growth motions, KPI dashboards, forecasting processes, and operational cadences
• Hire, develop, and align a high-performing team focused on retention, expansion, and product adoption
• Create strategic partnership models with Customer Success, Product, Growth, and Executive Leadership teams
• Implement structured engagement and account planning processes for Pushpay’s strategic customers
• Build customer insight and feedback loops that help shape retention strategy, product alignment, and customer growth opportunities
• Support the rollout and adoption strategy tied to new platform capabilities and Staq transformation initiatives
• Improve Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance
• Drive measurable expansion growth through intentional cross-sell, upsell, and product alignment strategies
• Establish a high-performing, KPI-driven Account Management and Growth organization with strong operational rigor and forecasting accuracy
• Increase strategic customer engagement and executive alignment across Pushpay’s top accounts
• Create a proactive customer partnership culture focused on long-term value creation, retention, and customer growth
• Deliver measurable improvements in product adoption, attach rates, and overall customer health across the installed base

Requirements:

• 3 to 5 years total in SaaS sales/expansion, with 3+ years directly managing quota-carrying reps (or a proven track record as a top-performing AE with team lead experience) and / or Ministry experience—as a pastor, executive pastor, operations leader
• Proven history of coaching reps to achieve or exceed expansion revenue quotas (NRR / MRR)
• Hands-on experience managing sales cycles, pipeline mechanics, and forecasting in Salesforce
• Proven experience building and scaling account management or customer growth organizations
• Strong operational and analytical mindset with experience building KPI-driven systems
• Experience managing strategic or enterprise customer relationships
• Demonstrated success driving retention, expansion, and customer adoption in a SaaS environment
• Strong executive presence with the ability to influence across senior leadership teams
• Ability to balance customer advocacy with commercial growth objectives
• Customer-obsessed
• Ministry minded
• Operationally rigorous
• Highly collaborative
• Strategic and forward-thinking
• Data-driven decision maker
• Strong coach and talent developer
• Comfortable operating in ambiguity and scaling environments
• High ownership mentality with bias toward execution
• Skilled at cross-functional alignment
• Experience leading through transformation, change management, or platform evolution is strongly preferred