Customer Success Manager

Job Type


Full-time

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 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
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," take initiative, ownership and self-starter mentality.

Requirements

What you'll own

• Build Strategic Customer Partnerships: 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. Possess a proactive mindset with the drive to innovate, develop new processes and take on strategic initiatives with a future-focus on the overall business success.
• 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.
• 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.
• Cross-Selling and Upselling: Collaborate closely with the sales team to identify opportunities for cross-selling and upselling Kinective's core products and services. A "Farmer" sales mindset, proactively engaging with customers to educate them on the full suite of products available and align solutions with their evolving requirements.
• 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 which 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. Effective time management and sense of urgency for escalated issues while keeping a level and calm demeanor.
• 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.
• 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.

How We'll Measure Success

• 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

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.


Necessary Qualifications & Competencies

• 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.
• Strong practical 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 initiatives.
• Strong practical experience advising product and operational teams on the design and implementation of new banking products.

Pay, Benefits & Total Rewards

$70,000 - $85,000


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

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.