Ministry Brands is looking for a Director, Relationship Management, to join our growing team!
Who we are
Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.
Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual’s unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential.
What You'll Do:
Reporting to the Senior Vice President of Enterprise Sales & Strategic Client Management, the Director, Relationship Management will lead the Client Success team responsible for driving product adoption through high-tech, low touch methodology. This leader will implement strategies that maximize client product adoption, retention, expansion, and satisfaction while delivering measurable revenue outcomes across the Ministry Brands portfolio.
Key Responsibilities:
Strategic Client Leadership
Drive product adoption and utilization for new and existing clients to grow retention and cross product purchases
Develop and execute strategic prioritization of projects for the team
Establish clear time to first value and/or value realization metrics for new clients and commercialization projects
Monitor accounts for risk indicators and implement appropriate intervention strategies where needed
Team Leadership & Development
Lead, coach, and develop a high-performing team of Client Success Associates focused on enterprise church and mission/ministry clients Implement performance management frameworks that align team activities with commercial outcomes
Create consistent product adoption methodologies and playbooks
Recruit and retain top talent within the Client Success Associate function
Establish career progression paths and professional development opportunities for team members
Client Relationship Management
Design engagement models across Protestant and Catholic segments and Mission/Ministry organizations
Develop programs that accelerate client time-to-value and improve product adoption
Implement early warning systems to identify at-risk accounts and drive proactive intervention using tools like 6th Sense
Create client health and product utilization tracking models specific to client categorization
Cross-Functional Collaboration
Ensure that ARM team is regularly communicating about client facing notifications and sharing content across all departments
Collaborate with Marketing on timely delivery of quality communications which adhere to brand and voice standards
Coordinate with Product Pendo Owner for in product messaging and onboarding initiatives
Partner with Operational Enablement for article and video creation, publishing and content curation
Who You Are:
7+ years of progressive leadership experience in account management, client success, or related client-facing roles
Bachelor's degree or an equivalent combination of education and experience
Proven track record of driving revenue retention and expansion in a B2B SaaS environment
Experience managing and developing teams
Demonstrated success implementing and optimizing product adoption programs
Experience supporting faith-based organizations, preferred
Data-driven approach to account planning and team performance management
Excellent client relationship skills with ability to understand ministry and non-profit operations needs
Strategic thinking combined with tactical execution capabilities
Understanding of SaaS business models and customer lifecycle management
Empathetic leadership style with appreciation for the unique needs of faith-based organizations
Performance Metrics
Physical Considerations:
Travel Considerations:
Benefit offerings designed to promote a life of balance!
At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success.
Robust healthcare options – Employees have several healthcare options to choose from in order to find what works best for them.
Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!
Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.
Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work.
Ministry Brands is proud to be an Equal Employment Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
