Customer Success Manager
Do you have what it takes to work for a leading Fintech transformation provider?
Kinective is an innovative software and technology company dominating the Fintech space. Our market-proven software is driving how consumers interact with their bank or credit union by integrating the foundational technology used to serve customers. Simply put, we’re connecting banks and credit unions to the future.
What are we looking for?
At Kinective, we are passionate about redefining the industry by creating the company “you’d want to hire and work for”. And for us, that means innovating with software that solves real customer problems and building a team of exceptionally talented individuals who love where they work.
We are seeking an accomplished Customer Success Manager with proven success working with customers through a strategic lens. You think critically to drive adoption, retain, and expand your accounts. You are a thought leader in managing strategic accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy identifying themes across your customer base to better inform a proactive and thoughtful 1x1 approach to Customer Success. You value a "we're all in this together" mentality.
What you get to do every day:
- Strategic Relationship Management: 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.
- Cross-Selling and Upselling: Collaborate closely with the sales team to identify opportunities for cross-selling and upselling Kinective's core products and services. Proactively engage with customers to educate them on the full suite of products available and align solutions with their evolving requirements.
- Risk Mitigation: Evaluate risk levels for each customer and proactively utilize best practices to drive retention. Execute risk and save plans to improve customer health and increase likelihood of renewal.
- Renewals Management: Negotiate subscription or software agreement renewals of products and services directly with the customer while working to secure them on long-term agreements.
- Customer Onboarding and Adoption: Work closely with Professional Services to facilitate seamless onboarding processes for new customers, ensuring they have the necessary resources, training, and support to maximize the value of Kinective's products. Drive product adoption by providing ongoing guidance, best practices, and recommendations tailored to each customer's goals.
- Performance Analysis and Reporting: Monitor key performance metrics, usage patterns, and customer feedback to assess the health of customer accounts. Identify areas for improvement and proactively address any issues or concerns to enhance overall customer satisfaction and retention rates.
- Voice of the Customer: Act as the voice of the customer within Kinective, advocating for customer needs, preferences, and feedback across internal teams. Collaborate with product management and development teams to relay customer insights and contribute to product roadmap discussions.
- Customer Success Advocacy: Champion the value of Customer Success within the organization and externally with customers. Help define and refine the motion of Customer Success at Kinective, contributing to the development of best practices, processes, and frameworks to drive excellence in customer engagement and satisfaction.
What you bring to the role:
- Bachelor's degree in Business Administration, Marketing, or related field (preferred).
- Proven experience (3-5 years) in a customer-facing role, preferably in Customer Success, Account Management, or Sales.
- Demonstrated success in managing relationships with enterprise-level customers and driving revenue growth through cross-selling and upselling initiatives.
- Strong analytical skills with the ability to interpret data, generate insights, and make data-driven recommendations.
- Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
- Strategic mindset with the ability to think critically, anticipate customer needs, and develop creative solutions to address challenges.
- Passion for technology and innovation, with an interest in working with some of the largest financial institutions in the country.
- Software experience: Microsoft Office (Outlook, Word, Excel, PowerPoint), Salesforce.
What does life at Kinective look like?
A typical corporate environment is pretty stiff and uninspiring. Not at Kinective. We like to balance all of our hard work with a bit of fun from time to time. Imagine working in an environment where we are continuously building the right place to work and the solutions that truly solve customer needs.
This is a culture where team members are encouraged to take charge, and where integrity rules all. We trust and respect everyone to do their jobs to the best of their abilities. Learning new skills, mentoring team members, and exploring personal development are all welcome and encouraged here. Kinective knows with professional growth comes great opportunities. That's why we like to promote from within and give our team members the opportunity to rise with us. As a team member of Kinective, we recognize that you are integral to our company's success.
Kinective is an equal opportunity employer. All applicants will be considered for employment regardless of color, race, religion, disability, sex, sexual orientation, gender identity, age, national origin, veteran status or any other characteristic protected by Federal, State and/or local law.
This role does not currently offer sponsorship opportunities.
Learn more at www.kinective.io