Serve as the primary point of contact for our strategic customers, understanding their unique business needs, challenges, and objectives
Develop and execute strategic account plans to drive customer satisfaction, retention, and expansion and report against progress with customers through Quarterly Business Reviews
Work closely with Professional Services to facilitate seamless onboarding processes for new customers
Drive product adoption by providing ongoing guidance, best practices, and recommendations tailored to each customer's goals
Act as the voice of the customer within Kinective, advocating for customer needs, preferences, and feedback across internal teams
Collaborate closely with the sales team to identify opportunities for cross-selling and upselling Kinective's core products and services
Negotiate subscription or software agreement renewals of products and services directly with the customer
Evaluate risk levels for each customer and proactively utilize best practices to drive retention
Monitor key performance metrics, usage patterns, and customer feedback to assess the health of customer accounts
Champion the value of Customer Success within the organization and externally with customers.

Bachelor's degree in Business Administration, Marketing, or related field (preferred)
3+ years experience in a customer-facing role, preferably in Customer Success, Account Management, or Sales
Strong practical experience advising product and operational teams on the design and implementation of new banking products
Demonstrated success in managing relationships with enterprise-level customers and driving revenue growth through cross-selling and upselling initiatives
Strong practical experience advising product and operational teams on the design and implementation of new banking products.

401(k) plan with company contributions
Flexible paid time off and company holidays
Generous parental and caregiver leave
Comprehensive health benefits including medical, dental, vision, and prescription coverage
Life and disability insurance
Wellness resources and professional development opportunities

Customer Success Manager

Key skills