Senior Manager, Client Success

Lead the Way to Intelligent Banking with Us! You might not think about what happens behind the scenes when you check your bank balance or deposit a check from your phone, but we do. Every day. Kinective empowers banks and credit unions to move beyond keeping up with technology to shaping the future of banking. Our platform seamlessly connects the right tools, delivers real‑time data, and drives smarter operations for more than 4,000 financial institutions nationwide. We are a fast‑growing team built on individual ownership, company‑wide collaboration, and setting industry‑leading standards. Here, new ideas are encouraged, candid feedback is welcomed, and your growth truly matters as much as the company’s. At Kinective, we are leading the way to intelligent banking together and enjoying the journey along the way. Why This Role Matters Every role at Kinective exists to move the needle for our clients, partners, and the financial institutions we serve. As the Senior Manager, Client Success, you are the operational engine of our Client Success motion. You own the day‑to‑day execution that turns clients into long‑term partners of Kinective, across every client size and segment. You lead a multi‑tier team of Client Success Managers along with a Client Success Team Lead, setting the standards, cadences, and playbooks that keep the entire team executing consistently and well across every segment. You partner closely with the Senior Director, Client Experience on the strategy behind the motion, segmentation, value demonstration, adoption, and enablement, and you translate that strategy into reliable execution on the ground. This is a leadership role measured by how well your team performs and how consistently our clients realize value, not by a personal book of accounts. Requirements What You'll Own Team Leadership & Development Lead, coach, and develop a multi‑tier Client Success team of CSMs and a Client Success Team Lead, setting direction and standards for the full team Set clear goals, KPIs, and individualized growth plans that build both capability and career momentum across the team Develop your Team Lead as a force multiplier, giving them the coaching frameworks, account standards, and operating rhythm to run their part of the motion with confidence Conduct regular 1:1s, performance reviews, and real‑time coaching that drive accountability and keep the team engaged and growing Hire, onboard, and ramp new CSMs and team leads as the function scales; build bench strength and clear development paths from tier to tier Day‑to‑Day Execution Across All Client Sizes Own the operational execution of the Client Success motion across every client size and segment, ensuring the right level of engagement and touch model is applied consistently across clients Run the operating cadence for the team, including pipeline of renewals and at‑risk accounts, health reviews, escalations, and weekly execution rhythms Ensure every client moves through onboarding, adoption, and ongoing engagement toward measurable outcomes and a clear return on their investment in Kinective Step into key escalations and executive conversations when stakes are high, protecting and deepening the most important relationships through your team Adoption, Health & Value Realization Own product adoption and client health across the book, making sure CSMs are proactively driving usage, value demonstration, and outcomes rather than reacting to issues Monitor health signals across tiers, identify risk early, and direct mitigation strategies before churn becomes a threat Operationalize the value demonstration and enablement frameworks set with the Senior Director, turning them into repeatable plays your team runs the same way every time Continuously refine playbooks for onboarding, QBRs and value reviews, health checks, and engagement so they scale across tiers and team members Renewals & Revenue Partnership Lead the renewal motion for the team, owning forecasting, risk visibility, and the execution discipline that protects net revenue retention, in close partnership with Sales Ensure clean, accurate renewal forecasting and documented risk across all tiers, and keep leadership ahead of surprises Surface expansion signals through client health and usage data and route them to Sales, who own cross‑sell and upsell motions, ensuring a seamless handoff and shared account context Operational Rigor & Insights Implement and leverage Vitally (our CS platform) alongside CRM tooling to maintain accurate health scores, activity data, and renewal forecasting across every tier Track, analyze, and report on team performance metrics, client health trends, and OKR progress, translating data into decisions, not just dashboards Build a culture of operational discipline and continuous improvement, identifying where processes break down across tiers and iterating quickly to fix them Drive consistent adoption of standards, data hygiene, and operating cadences so the motion runs the same way wherever a client falls Cross‑Functional Partnership Partner with the Senior Director, Client Experience on strategy, segmentation, value demonstration, adoption, and enablement, and own the execution that brings those priorities to life Serve as the voice of the client internally, channeling insights and feedback to Product, Marketing, and Support to influence the roadmap and improve the overall client experience Partner with Sales on handoff, account planning, and expansion strategy to ensure a seamless experience from pre‑ to post‑sale Align Client Success priorities with company‑wide goals, contributing to shared revenue, retention, and client health targets across the organization How We’ll Measure Success Success here isn’t about checking boxes — it’s about propelling Kinective’s mission to lead the way to intelligent banking. You must bring excellence to your craft, balance resourcefulness with respect, share and celebrate unique expertise and diverse perspectives, and continuously raise the bar as we innovate and grow. Specifically, you will know you’re winning when you are: Running a high‑performing, engaged, multi‑tier CSM team, with a strong Team Lead and clear development paths, that executes the motion consistently across all client sizes Driving adoption and client health to measurable improvement across tiers, with proactive engagement that prevents risk rather than reacting to it Leading a renewal motion that protects and grows net revenue retention, with clean forecasting, documented risk visibility, and tight partnership with Sales Turning the strategy set with the Senior Director into reliable, repeatable execution through scalable playbooks, consistent Vitally adoption, and a data‑driven approach to health and team performance Closing feedback loops with Sales, Product, and cross‑functional partners to create a seamless client experience from pre‑ to post‑sale Necessary Qualifications & Competencies 6+ years of experience in Client Success, Account Management, or related post‑sale roles in a B2B SaaS or technology environment 3+ years of people management experience, with a demonstrated ability to hire, develop, and retain Client Success talent; experience leading through other leaders (managing a team lead or managing managers) is a strong plus Proven track record of driving product adoption, client health, and net revenue retention across a portfolio, including ownership of a renewal motion and forecasting Experience leading or operating a segmented or multi‑tier Client Success model across different client sizes Strong operational discipline, comfortable building and scaling playbooks, operating cadences, and team standards that hold up as the function grows Data‑driven approach with hands‑on proficiency in CRM and CS platforms; Vitally, Salesforce, or Gainsight experience a plus Exceptional communication and stakeholder management skills, including the ability to engage and influence executive‑level clients and internal partners Collaborative partner who can translate strategy set with leadership into consistent day‑to‑day execution on the ground Pay, Benefits & Total Rewards $105,000 – $125,000 The salary range listed reflects the minimum and maximum for this role. Individual compensation is based on experience, qualifications, job‑related skills, location, and internal equity, and most offers are not made at the top of the range. Base pay is one part of Kinective’s Total Rewards package. Depending on the role, employees may also be eligible for bonuses, commissions, or equity. All employees have access to a competitive benefits package designed to support health, well‑being, and financial security, including: Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability) Flexible PTO, 11 company holidays, and generous parental and caregiver leave An immediately vested 401(k) with company contributions Wellness resources and professional development opportunities Please note that this role does not currently offer sponsorship opportunities. #J-18808-Ljbffr Kinective