Customer Success Manager

Role Overview

• Support the project team in onboarding new customers.
• Deliver remote training sessions—both planned and as needed – to build confidence and ensure adoption.
• Own a portfolio of accounts. Build deep, trusted relationships through regular remote meetings and on-site visits. Understand their goals and challenges. Be their go-to advisor and advocate.
• Capture and share feedback to shape our product roadmap. You’ll be the voice of the customer inside Kinetic.
• Collaborate across departments to ensure seamless service delivery. Lead internal discussions to resolve issues and drive improvements.
• Monitor customer health, anticipate risks, and take proactive steps to ensure long-term satisfaction and loyalty. You’ll carry a Net Promoter Score (NPS) target to measure customer happiness.
• Own the full sales cycle for expansion opportunities within your accounts—from discovery and proposal to negotiation and close. You’ll carry an individual revenue quota and be accountable for driving growth.
• Travel when strategically appropriate—approximately 20% of your time.
• Stay curious. Be ready to jump in, figure things out, and grow with us in a fast-paced, evolving environment.

Requirements

• Real experience in student housing, residence life, or campus operations. You’ve lived it, led it, and understand the challenges and triumphs of campus life. This isn’t just a preference—it’s a must.
• 2–5 years in a customer-facing role, where you’ve built relationships, solved problems, and made people feel heard and supported.
• Demonstrated track record of experience in account growth or sales, with a track record of identifying and closing opportunities.
• A customer-first mindset and a passion for helping others succeed.
• Excellent communication skills—confident in leading meetings, delivering training, and building rapport.
• Tech-savvy curiosity. You’re excited by how software can solve real-world problems and improve campus operations.
• A growth mindset—you’re excited by change, challenge, and opportunity.
• The KxFactor
• Adaptability, curiosity, and a collaborative spirit.

Benefits

• Fully remote – work from anywhere in the US
• Flexible working hours – we focus on outcomes, not clock-watching
• Competitive salary, negotiable based on experience
• Annual performance bonus – share in the success you help create
• Be authentically you – we value individuality and diverse perspectives
• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan
• Disability insurance
• Wellbeing program plus 2 company-wide wellbeing days
• 1 paid community / volunteer day per year
• 15 days paid time off, plus company holidays
• Ongoing training and development to support your career growth