Customer Success Manager, Data Intelligence

Job Description

Job Description

Description:

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 connects the systems financial institutions rely on, makes their data more useful, and helps their teams act on better information.

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 matters as much as the company’s.

Why This Role Matters

Kinective Data Intelligence brings together data from core banking systems, lending platforms, digital banking, contact centers, marketing systems, cards, and other business applications. It then helps financial institutions visualize and activate that data through reporting, dashboards, workflows, predictive analytics, and role-specific business use cases.

The platform only creates value when customers use it consistently to make better decisions and take action. We are seeking a Customer Success Manager who can help execute and continuously improve that adoption and value-realization motion.

You will help customers move from implementation to sustained usage. You will establish success measures, lead monthly progress and prioritization meetings, coordinate customer priorities with Professional Services capacity, and help customer teams build the habits and capabilities required to realize value from Data Intelligence.

For a customer that owns only Data Intelligence, you will serve as the primary Client Success Manager. For a customer that owns multiple Kinective products, you will serve as the Data Intelligence overlay, partnering with the primary CSM who owns the broader relationship and overall account coordination.

This role is best suited for someone who has driven adoption of a complex data, analytics, business intelligence, workflow, or SaaS platform. Banking experience is valuable, but the ability to change customer behavior and demonstrate measurable value is more important.

What You’ll OwnData Intelligence Adoption and Value Realization

· Build and maintain a measurable adoption and value-realization plan for each assigned Data Intelligence customer.

· Translate customer business priorities into target use cases, users, milestones, owners, and measurable outcomes.

· Establish adoption baselines and monitor usage, engagement, workflow activity, dashboard utilization, recurring reporting, and other available product signals.

· Help customers sequence adoption across Data Intelligence capabilities, including the data lakehouse, Business Intelligence, reporting, dashboards, workflows, predictive analytics, and other applicable modules.

· Identify adoption barriers such as unclear ownership, insufficient training, weak executive sponsorship, data-quality concerns, competing priorities, or limited client capacity.

· Connect product usage to business outcomes such as growth, operational efficiency, member experience, risk management, profitability, or executive visibility.

Monthly Customer Operating Rhythm

· Lead a monthly customer meeting that reviews progress from the prior month, confirms adoption and delivery status, identifies risks and decisions, and aligns on priorities for the next month.

· Convert monthly discussions into a clear action plan with owners, dates, dependencies, and customer commitments.

· Coordinate with the Project Manager and Professional Services team to confirm that proposed priorities fit within purchased or approved PS capacity.

· Surface remaining-hours, out-of-scope, sequencing, change-control, or delivery-capacity risks before commitments are made to the customer.

· Keep the monthly cadence forward-looking and action-oriented rather than allowing it to become a status-only meeting.

Customer Enablement and Scaled Adoption

· Hold office hours, webinars, workshops, and role-based enablement sessions that help customers apply Data Intelligence to real business questions and workflows.

· Develop repeatable enablement plays for common personas, use cases, and adoption barriers.

· Help customers establish internal champions, super-users, data owners, and executive sponsors who can sustain adoption between Kinective interactions.

· Use train-the-trainer approaches when customers have limited internal resources or need to scale knowledge across departments.

· Partner with Product, Professional Services, Support, and internal subject-matter experts to improve documentation, training, and customer-facing resources.

Relationship, Health, and Renewal Readiness

· Serve as a trusted post-sale advisor to both technical stakeholders and business executives.

· Maintain an accurate customer health assessment based on adoption, delivery progress, usage signals, engagement, sentiment, unresolved issues, renewal readiness, and expansion signals.

· Identify risk early and lead coordinated recovery plans when customers are not receiving expected value or are not progressing against agreed milestones.

· Own renewal readiness for Data Intelligence-only customers and provide the Data Intelligence perspective for multi-product customers.

· Prepare and lead value reviews, business reviews, and executive conversations that demonstrate progress, outcomes, open decisions, and the next phase of the customer roadmap.

Cross-Functional Partnership

· Partner closely with Data Intelligence Project Managers and Professional Services leads to maintain a shared view of delivery status, adoption priorities, dependencies, remaining hours, and customer commitments.

· Partner with Sales on handoff quality, account planning, renewal readiness, and expansion strategy. Sales owns pricing, commercial negotiation, and close.

· Work with Support and Product to route issues, close communication loops, and distinguish product defects from configuration, training, data, or process gaps.

· Surface qualified expansion opportunities, including additional modules, integrations, workflows, analytics use cases, users, or Professional Services capacity.

· Bring customer insights into internal prioritization without overpromising unapproved scope, hours, pricing, or roadmap commitments.

· Help mature Kinective’s Data Intelligence customer-success playbook, health model, adoption metrics, and value-review standards.

How We’ll Measure Success

Success here is measured by sustained customer value and operating discipline, not meeting volume alone. You will know you are winning when:

· Assigned customers have documented success criteria, adoption baselines, monthly priorities, owners, and next milestones.

· Customers progress from implementation into recurring usage of purchased capabilities and intended workflows.

· Customers can articulate the business outcomes, decisions, or efficiency gains enabled by Data Intelligence.

· Adoption and value trends improve over time, with risks identified and addressed before renewal or escalation.

· Monthly priorities are realistic, sequenced, and aligned to available Professional Services capacity.

· Renewal readiness is visible early, with clear risks, stakeholders, success evidence, and next actions.

· Qualified expansion and additional PS needs are identified and handed to Sales with sufficient customer context.

· Office hours, webinars, and enablement programs increase customer capability and reduce reactive one-to-one support.

· The Data Intelligence customer-success motion becomes more repeatable, measurable, and scalable.

What You’re Great At

· Driving adoption, utilization, and value realization for complex B2B SaaS, data, analytics, BI, workflow, CRM, ERP, or business systems.

· Translating technical capabilities into business outcomes and practical operating changes.

· Building customer success plans that connect executive priorities to user behavior, product usage, milestones, and measurable value.

· Leading structured customer meetings that produce decisions, priorities, owners, and dates.

· Balancing customer urgency against Professional Services capacity, scope, hours, and commercial commitments.

· Teaching and enabling customers through workshops, office hours, webinars, demonstrations, and train-the-trainer programs.

· Using data and customer signals to diagnose adoption risk rather than relying only on relationship sentiment.

· Influencing without direct authority across customers, Sales, Product, Professional Services, Support, and Engineering.

· Communicating comfortably with CIOs, data and analytics leaders, operations executives, finance leaders, marketing leaders, and frontline business owners.

· Creating structure in an evolving product and operating environment while remaining pragmatic about what is available today.

Requirements:

Necessary Qualifications and Competencies

· 3+ years of experience in Customer Success, Account Management, Professional Services, Enablement, Solutions Consulting, or a related post-sale role in B2B SaaS or technology.

· Demonstrated experience driving adoption, utilization, or value realization for a data platform, analytics platform, BI product, workflow platform, CRM, ERP, or similarly complex business system.

· Experience working with customers after go-live to establish usage patterns, business outcomes, governance, and continuous improvement.

· Demonstrated ability to lead executive and working-level customer conversations.

· Experience coordinating customer priorities with implementation, consulting, or Professional Services resources.

· Strong written, verbal, presentation, facilitation, and stakeholder-management skills.

· Ability to interpret usage, engagement, project, and health data and turn it into a clear customer action plan.

· Willingness to become deeply fluent in Kinective Data Intelligence, its modules, integrations, use cases, and delivery model.

Preferred Qualifications

· Experience with a data lakehouse, data warehouse, modern BI, analytics, data activation, workflow automation, or customer data platform.

· Experience with products or ecosystems such as Snowflake, Databricks, Microsoft Fabric, Power BI, Tableau, Looker, Sigma, dbt, Fivetran, Salesforce, Gainsight, Vitally, or comparable platforms.

· Experience building adoption programs, customer academies, office-hours programs, user groups, or role-based enablement.

· Experience working with financial institutions, fintech, regulated industries, or other complex, data-rich B2B environments.

· Experience managing renewals, identifying expansion signals, and partnering with Sales on commercial outcomes.

· Experience operating in a scaling or private-equity-backed SaaS company.

· Bachelor’s degree in Business Administration, Marketing, Information Systems, Data Analytics, or a related field preferred.

Role Guardrails

· For Data Intelligence-only customers, this role owns the ongoing CSM relationship and renewal readiness.

· For multi-product customers, the primary CSM remains accountable for the overall relationship and cross-product coordination; this role owns the Data Intelligence adoption and value agenda.

· This role is not an unbounded technical support resource, replacement Project Manager, or substitute data engineer.

· This role coordinates and prioritizes Professional Services work but does not promise unapproved scope, hours, pricing, or roadmap commitments.

Pay, Benefits & Total Rewards

Base salary range: $70,000 - $85,000, plus a 10% annual bonus potential.

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, successful candidates may also be eligible to participate in bonus, commission, or equity programs.

All employees have access to a competitive benefits package designed to support health, well-being, and financial security, including:

· Comprehensive health coverage including medical, dental, vision, prescriptions, life, and disability insurance

· Flexible PTO, company holidays, and generous parental and caregiver leave

· An immediately vested 401(k) with company contributions

· Wellness resources and professional development opportunities

If you’ve made it this far, we’d love to hear from you. Click Apply to start the conversation, even if you’re not sure you check every box.

Learn more about Kinective at

Please note that this role does not currently offer sponsorship opportunities.