Customer Success Manager

Job Overview Ready to be part of the company transforming FinTech and how the world accesses banking services? We’re here to change the way the world accesses and thinks about banking through software that connects financial institutions to the latest fintechs shaping the industry. What you’ll own: Build Strategic Customer Partnerships: Serve as primary point of contact for our strategic customers, understanding unique business needs, challenges, and objectives. Develop and execute strategic account plans to drive satisfaction, retention, and expansion and report progress through Quarterly Business Reviews. Customer Onboarding and Adoption: Work closely with Professional Services to facilitate seamless onboarding processes for new customers, ensuring they have necessary resources, training, and support to maximize value. Drive product adoption by providing ongoing guidance, best practices, and recommendations tailored to each customer’s goals. Voice of the Customer: Act as the voice of the customer within the organization, advocating for customer needs, preferences, and feedback across teams. Collaborate with product management and development to relay insights and contribute to product roadmap discussions. Cross‑Selling and Upselling: Collaborate with sales to identify opportunities for cross‑selling and upselling core products and services. Proactively engage customers to educate them on full suite of products and align solutions with evolving requirements. Renewals Management: Negotiate subscription or software agreement renewals directly with customers while securing long‑term agreements that are profitable to the business. 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. Performance Analysis and Reporting: Monitor key performance metrics, usage patterns, and customer feedback to assess health of accounts. Identify areas for improvement and proactively address any issues to enhance satisfaction and retention rates. Customer Success Advocacy: Champion value of Customer Success within the organization and externally with customers. Help define and refine the motion of Customer Success at Kinective, contributing to best practices, processes, and frameworks to drive excellence in customer engagement and satisfaction. What you’re great at: Strong analytical skills with the ability to interpret data, generate insights, and make data‑driven recommendations. Excellent communication and interpersonal skills, effectively engaging with stakeholders at all levels. Strategic mindset, anticipating customer needs and developing creative solutions to address challenges. Passion for technology and innovation, with interest in working with large financial institutions. Necessary Qualifications: 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. 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. Compensation: $70,000 – $85,000 Benefits: 401(k) plan with company contributions Flexible paid time off and company holidays Generous parental and caregiver leave Comprehensive health benefits including medical, dental, vision, and prescription coverage Life and disability insurance Wellness resources and professional development opportunities And it doesn't end there… Full‑time position. Hybrid schedule: 3‑4 days a week in‑office, 8‑5pm hours. Please note this role does not currently offer sponsorship opportunities. #J-18808-Ljbffr Kinective