Customer Success Manager

Kinective - Gilbert, AZ

Full-time - Senior

Hybrid - Gilbert, AZ

251-500 employees

About the position

The Customer Success Manager at Kinective is responsible for building strategic partnerships with customers, ensuring their satisfaction, retention, and expansion. This role involves onboarding new clients, advocating for their needs within the company, and collaborating with sales to identify upselling opportunities. The ideal candidate will possess strong analytical skills, a strategic mindset, and a passion for technology, all while working in a hybrid environment that values collaboration and innovation.

Responsibilities

• Serve as the primary point of contact for strategic customers, understanding their unique business needs and objectives.
• Develop and execute strategic account plans to drive customer satisfaction, retention, and expansion.
• Facilitate seamless onboarding processes for new customers, ensuring they have the necessary resources and support.
• Drive product adoption by providing ongoing guidance and best practices tailored to each customer's goals.
• Act as the voice of the customer within Kinective, advocating for their needs across internal teams.
• Collaborate with the sales team to identify opportunities for cross-selling and upselling products and services.
• Negotiate subscription or software agreement renewals directly with customers.
• Evaluate risk levels for each customer and implement best practices to drive retention.
• Monitor key performance metrics and customer feedback to assess account health and satisfaction.
• Champion the value of Customer Success within the organization and contribute to best practices.

Requirements

• 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.

Nice-to-haves

• Experience in the FinTech industry.
• Familiarity with banking products and services.
• Strong mentoring skills.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Pet insurance