Lead, coach, and develop a team of Client Success Managers (CSMs), setting clear goals, KPIs, and individualized growth plans that build both capability and career momentum
Conduct regular 1:1s, performance reviews, and real-time coaching that drive accountability and keep the team engaged and growing
Own the end-to-end customer journey — from onboarding and adoption through renewal and expansion — ensuring every customer achieves measurable outcomes and a clear return on their investment in Kinective
Design and continuously refine CS playbooks for onboarding, QBRs, health checks, and renewal motions that can scale as the team grows
Engage directly with key and at-risk accounts, leading escalation responses and executive conversations that protect and deepen relationships
Own renewal conversations and negotiations, protecting net revenue retention and extending customer relationships
Proactively identify risk signals through customer health data and implement mitigation strategies before churn becomes a threat
Track, analyze, and report on team performance metrics, customer health trends, CSQL revenue, and OKR progress
Serve as the voice of the customer internally, channeling insights and feedback to Product, Marketing, and Support to influence the roadmap and improve the overall customer experience
Align CS priorities with company-wide goals, contributing to shared revenue, retention, and customer health targets across the organization

6+ years of experience in Customer Success, Account Management, or related post-sale roles in a B2B SaaS or technology environment
2+ years of people management experience, with a demonstrated ability to hire, develop, and retain CS talent
Proven track record of owning and improving net revenue retention, renewal forecasting, and expansion outcomes
Experience building CS processes from scratch in a startup or high-growth environment
Strong commercial mindset with direct ownership of renewals, upsell, and cross-sell motions
Data-driven approach with hands-on proficiency in CRM and CS platforms; Vitally, Salesforce, or Gainsight experience a plus
Exceptional communication and stakeholder management skills, including the ability to engage and influence executive-level customers and internal partners.

Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability)
Flexible PTO, 11 company holidays, and generous parental and caregiver leave
An immediately vested 401(k) with company contributions
Wellness resources and professional development opportunities

Manager, Client Success

Key skills