Customer Success Manager, Mid-Market Resi

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

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.