Customer Success Manager

Customer Success Manager

We are seeking a passionate and experienced Customer Success Manager to champion the success of our valued customers. As a member of our Customer Success team, you will be responsible for nurturing and growing relationships with a portfolio of customers, ensuring they achieve their desired outcomes through the Kajabi platform. You will be a trusted advisor, proactively identifying opportunities to enhance their experience, drive adoption, and foster long-term loyalty. You will become an expert on our product with an intimate understanding of product capabilities and their use cases. This role requires a proactive individual with strong communication, problem-solving, technical capacity, and relationship-building skills.

The Impact You Will Make

• Customer Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders at assigned strategic accounts. Serve as their primary point of contact and trusted advisor.
• Onboarding and Adoption: Oversee the successful onboarding of new customers, ensuring a smooth transition and rapid adoption of our platform. Develop and deliver tailored onboarding plans.
• Value Realization: Proactively work with customers to understand their business objectives and ensure they are realizing the full value of Kajabi. Identify and communicate key performance indicators (KPIs) to measure success.
• Proactive Engagement: Regularly engage with customers through meetings, calls, and other communication channels to understand their evolving needs, provide ongoing support, and share best practices.
• Risk Management: Identify and mitigate potential risks to customer satisfaction and retention. Contribute to the development and execution of proactive strategies to address concerns and ensure continued success.
• Growth and Expansion: Identify opportunities for account growth, including upselling and cross-selling additional features or services. Collaborate with various internal teams to pursue these opportunities.
• Advocacy and Feedback: Serve as the voice of the customer internally, providing valuable feedback to Product, Engineering, and Marketing teams to inform product development and improve the overall customer experience. Cultivate customer advocates who are willing to provide testimonials and referrals.
• Performance Tracking and Reporting: Monitor customer health metrics, track progress against customer success plans, and provide regular reports to internal stakeholders.
• Collaboration: Work closely with other Customer Success Managers, Partnership teams, Support, and Product teams to ensure a cohesive and seamless customer experience.
• Continuous Improvement: Stay up-to-date on industry best practices and proactively identify opportunities to improve our customer success processes and strategies.

Attributes for Success

• Bachelor's degree in a relevant field.
• 4+ years of experience in a Customer Success role within a SaaS environment, with a proven track record of managing strategic accounts.
• Deep understanding of SaaS business models and customer lifecycle management.
• Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Strong problem-solving and analytical skills, with the ability to identify issues and develop effective solutions.
• Experience with CRM and customer success software (e.g., Hubspot, Salesforce, Gainsight).
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Proactive, self-motivated, and results-oriented with a strong sense of ownership.
• Technical capacity to become an SME for the Kajabi product and its features.

Kajabi Team Benefits Package

• Competitive full-time salary + bonus + equity eligibility
• Full medical, dental, and vision (company-paid for you + family)
• 401(k) with 6% match
• Flexible PTO
• Fitness + wellness perks
• Mental health resources
• Company travel for in office collaboration days, and leadership growth opportunities

How We Work Together

We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.

This role will need to be in the office for in-person collaboration 2-3 times a quarter and therefore is best situated in the Western Time zones.

This role is remote, but we're also happy to support relocation for exceptional candidates who wish to work from our Irvine, CA office. If this is of interest, please let us know when we connect!

Pay Range

At Kajabi we believe the workplace should be equitable, inclusive, and inspiring for every employee. In an effort to provide greater transparency, we are sharing the base salary range for this position. Final salary is based on a number of factors including location, travel, relevant prior experience, or particular skills and expertise.

• US based applicants only.
• $74,000$98,000 + 12% bonus

How To Apply

We're looking for high-potential, high-character people who want to grow fast and help shape the future of Kajabi.

Kajabi LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, veteran status, or any other basis protected by applicable law.