Customer Success Manager

Location: Hybrid, based in Austin

Job Type: Full-Time

Salary: $80,000 - $95,000

Supplemental Pay: Eligible for bonus of up to 15% of base salary

About us

KaiNexus is a continuous improvement software company on a mission to spread improvement. KaiNexus empowers leading organizations in every industry to reinvent the way they capture, implement, measure, share, and organize improvement work for an accelerated rate of change and maximum impact. Our intuitive software platform supports a sustainable culture of continuous improvement by engaging staff and leaders with better communication, increased visibility, real-time impact reports, and expert consulting.

Our Customer Success Managers (CSMs) serve as the bridge between our customers and our organization. Our CSM team is responsible for building trusted relationships with our customers by proactively assisting each organization in accomplishing its long-term Continuous Improvement goals. Successful CSMs are forward thinkers who thrive in a team-based environment and exhibit kindness, empathy, curiosity, coachability, and flexibility toward their customers and co-workers.

Primary Responsibilities

• Manage 10-16 accounts proactively to increase the effectiveness and satisfaction of each customer, resulting in the growth of those accounts through upsell opportunities
• Develop and implement strategic Customer Success plans
• Proactively identify and mitigate customer churn risks
• Develop and apply a deep understanding of KaiNexus, a highly complex, ever-evolving, and configurable Continuous Improvement platform, to support customers in maximizing their use, and the effectiveness of KaiNexus
• Work with each customer to identify their top annual priorities and manage an action plan to achieve those goals together
• Deepen relationships and expand the footprint of KaiNexus within each account by nurturing client relationships, and encouraging more engagement in the system through client education opportunities
• Maintain a high daily activity of customer communication, including calls and emails
• Direct a complex, highly detailed, cross-departmental implementation program for new customers
• Partner with Sales, Customer Experience, Lean Strategy, and Product teams to advocate on behalf of our customers
• Monitor and track customer activity through KaiNexus, Jira, and HubSpot
• Learn and maintain a proficient knowledge of Continuous Improvement and Lean principles
• Thrive on change while remaining highly organized, forward-thinking, collaborative and coachable

Required Qualifications

• 3-5 years of enterprise SaaS account management experience
• Ability to manage multiple tasks and priorities with a strong focus on account growth, retention, and being a strategic partner for your customers
• Time management and organizational skills with the ability to track numerous details at once
• A team player with a desire to join and contribute to a collaborative, supportive, open culture
• Ability to handle tough conversations with clients in a professional, empathetic, and solution-oriented manner
• Belief in a proactive rather than reactive approach to handling clients and potential problems that may arise
• A passion for and deep understanding of customer service and business growth
• Strong interpersonal communication (both verbal and written)
• Bachelor’s Degree or equivalent experience

Confidence sometimes holds us back from applying for jobs we really want. But we'll let you in on a secret: There's no such thing as a 'perfect' applicant. KaiNexus is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Commitment & Consideration

• Company-sponsored health plan (Medical/Vision/Dental)
• Retirement savings plan with company match
• Generous parental leave policy
• Life, AD&D and Disability insurance
• Professional development & education reimbursement
• Unlimited PTO
• Performance bonus potential
• This is a full-time salaried position. Salary will be based on experience

KaiNexus is committed to a work environment in which all individuals are treated with respect and dignity. Each individual has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits unlawful discriminatory practices. It is the policy of KaiNexus to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. KaiNexus prohibits any such discrimination or harassment.

Job Type: Full-time

Pay: $80,000.00 - $95,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer Success Manager: 3 years (Required)

Ability to Commute:

• Austin, TX 78704 (Required)

Ability to Relocate:

• Austin, TX 78704: Relocate before starting work (Required)

Work Location: Hybrid remote in Austin, TX 78704