Retention Specialist

Who We Are

Overflow is a Series C, growth-stage technology company on a bold mission: to inspire the world to give. We're a vertical fintech and SaaS platform unlocking more ways to give - cash, stock, crypto, and beyond - through a beautifully designed ecosystem built for high-impact churches, nonprofits, and mission-driven institutions.

Backed by Uncork Capital, Craft Ventures, Salesforce Ventures, R7, and WIF (one of the largest lenders to faith and philanthropic organizations in the country), we're building the infrastructure that makes generosity frictionless at scale.

Our Founding Principles

Overflow was founded on the belief that generosity transforms people and communities. Inspired by Proverbs 11:24 - "The world of the generous gets larger and larger" - we operate with integrity, stewardship, service, and excellence.

How We Work

Overflow operates with a flexible work model. While there is no company-wide in-office requirement, some teams may establish in-person collaboration rhythms based on their function, goals, and team needs.

We maintain offices in Los Gatos, CA and Birmingham, AL for team collaboration, coworking, meetings, and intentional in-person connection. For this role, you'll join the team for in-person collaboration about twice a year.

About the Role

You'll own renewals and partner health for hundreds of our smaller church and nonprofit partners: church plants, startup ministries, and founder-led organizations running on lean teams with limited administrative bandwidth. They need a partner who is responsive, organized, and easy to work with. You'll also support partners who are just getting started with Overflow, so how you show up sets the tone for the rest of their journey.

You'll manage a large book of partners one-to-many, using automated renewal and collections sequences in HubSpot, and you'll carry real ownership of retained revenue. You'll work from proven playbooks, spot partners who need attention before they're at risk, and bring a warm, professional presence to every interaction. You'll report to the Director of Customer Success.

What You Will Do

• Renewal Pipeline Management: Own the renewal pipeline for your full book of partners. Keep it clean and accurate in HubSpot, make sure no renewal deadline is missed, and flag at-risk accounts to your manager before they escalate.
• Partner Renewal Support: Respond to inbound partner questions with professionalism and clarity. Handle routine account requests efficiently and route anything outside your scope to Support.
• Collections: Run the overdue invoice sequence for your book, and resolve or escalate overdue accounts before they become churn risks.
• Automated Outreach: Run one-to-many renewal and engagement sequences in HubSpot, using enablement content from our Customer Education team, to keep partners informed and engaged. Follow the established cadence accurately and on schedule, and partner with RevOps to keep sequences running cleanly.
• Partner Office Hours: Host weekly office hours that help partners get the most out of Overflow in a one-to-many format.
• Giving Signal Monitoring: Watch partner giving signals and respond proactively when activity drops or engagement declines. Share patterns with Success leadership and help identify partners at risk of churning before they do.
• Upsell Identification: Use in-product signals to spot partners ready to adopt more of Overflow, and partner with Sales to help them get there.
• Cross-Functional Routing: Build reliable working relationships with Support and Onboarding, and route partner issues quickly and clearly with the right context.

KPIs

• 90% GRR for your book of business
• 90% on-time renewal closure
• Overdue invoice resolution target (set after a one-quarter baseline)

What You Should Have

• 2–4 years in account management, customer success, renewals, or a similar client-facing role
• Strong organizational skills and the ability to manage a high-volume book of business
• Hands-on experience with HubSpot or a comparable CRM
• Experience running automated, one-to-many customer outreach sequences
• Clear, warm, professional written communication
• A proactive, ownership-oriented mindset - you surface problems early and come with solutions
• Comfort refining processes with a team, experimenting, and adjusting based on results
• Alignment with Overflow's mission and values, and comfort with our flexible work model and occasional in-person gatherings

It'd Be Nice If You Had

• Experience in nonprofit, philanthropy, or faith-based sectors
• Experience in a high-volume, process-driven customer-facing environment
• Experience in a fast-paced startup environment

Tools and Systems

• General Tools: Slack, Google Workspace, Notion, Zoom
• Partner Management: HubSpot, Monday.com
• AI & Automation: Claude, Loom

Our Compensation Philosophy

The estimated starting base salary range for this position is $55,000 - $75,000 USD, depending on location and experience.

Overflow's compensation philosophy is rooted in Carta Total Compensation benchmarks, ensuring pay that is competitive by role, geography, and function. Actual compensation may vary based on factors including job-related skills, experience, interview performance, and market data.

Total compensation may also include equity, performance-based bonuses (for eligible roles), and a comprehensive benefits package. We believe equity is a meaningful part of building long-term ownership - when Overflow wins, our team should share in that upside.

Benefits & Perks

Overflow offers a thoughtful benefits package designed to support your well-being, growth, and life outside of work, including:

• Competitive base salary with equity
• Medical, dental, and vision coverage for employees and dependents
• Generous paid time off and company holidays
• Paid parental leave
• 401(k) retirement plan
• Dedicated mental health and therapy stipend to support personal well-being
• Team retreats and intentional in-person gatherings throughout the year

Overflow is proud to be an equal opportunity employer and is committed to building a diverse and inclusive team.

Where you can sell from

Fully remote, and open to sellers in any country.