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Customer Success Manager


Required Qualifications:

  • Bachelor’s Degree or equivalent experience
  • 3+ years of customer success / account management experience
  • Ability to manage multiple tasks and priorities with a strong focus on account growth, retention, and growing your book of business
  • Comfortable with learning about and navigating complex technical systems
  • Strong analytical and reasoning skills with the ability to visualize processes and outcomes
  • Time management and organizational skills with the ability to track numerous details
  • Ability to handle tough conversations with clients in a professional, solution-oriented manner
  • Belief in proactive rather than reactive approach to handling clients and problems
  • A passion for and deep understanding of customer service and business growth
  • Strong interpersonal communication (both verbal and written)
  • A unique style, flair and creativity to bring to a team that prides itself on its personality

About KaiNexus:

We are a rapidly growing software company with offices in Austin, Texas, and Dallas, Texas. Our core product is a revolutionary SaaS platform that helps organizations manage their improvement and innovation programs. Our mission is to create software that helps organizations improve. We have a rapidly expanding international customer base of healthcare, logistics, and manufacturing companies that includes Fortune 100 companies known for being leaders in innovation. The growth potential for this company and position are extremely high.


About Working for KaiNexus

Do you want to be part of something great? Do you strive for a position that creates meaningful impact to your customers? Are you looking for a challenge? Everyone on the KaiNexus team is passionate about improvement. KaiNexus was founded on the simple belief that people and organizations want to improve. They want to improve their lives, their families, their communities and their work. We know that improvement is hard. We firmly believe that we can utilize technology to connect people to make improvement easier.  

KaiNexus is a fast-paced, dynamic environment with a flat management structure.  We are collaborative problem solvers who approach challenges from many different angles, leveraging our diverse backgrounds to rapidly identify and implement solutions.  We believe in investing in our employee’s personal and professional development to make themselves, our company, and the world a better place. Flexibility, maintaining a healthy work/life balance, and family time are a priority for us.  Being a small company, team members are given a lot of responsibility and have the opportunity to help improve the software we create, the way we create it, and contribute to our vision. We are a tech-minded, highly motivated, successful, and fun team.  As part of KaiNexus, you must have the desire to put in the time it takes to get the job done, be eager to learn new things and wear many hats, and be ready for a challenge.


About This Position

We are seeking a talented, bright, and energetic professional with account and relationship management experience to  join our Austin team. The perfect candidate will be a self-starter who is highly analytical, detail-oriented, and has the ability to make and articulate clear, informed recommendations. The position is fast-paced and highly visible to our executive leadership team, and it offers excellent  potential for upward mobility.

The Customer Success Manager (CSM) serves as the primary business partner for strategic clients and is responsible for building, solidifying, and enhancing client relationships to ensure maximum profitability and growth. The CSM is expected to identify opportunities for improvement as well as to communicate and advocate client needs and goals within KaiNexus to ensure they are met and properly addressed. The CSM will maintain and build account growth through tracking account based KPIs, new product sales, and contract renewals. The CSM must have excellent communication skills and the ability to communicate effectively at all levels of management within the organization.


Job Description

Title:   Customer Success Manager
Reports to:   CRO
Location: Austin, Texas

KaiNexus is committed to the safety of its employees and the surrounding community. In light of the dangers of COVID-19, our team is currently fully remote. We intend to transition back into an office in central Austin when it is safe to do so.


Description

The Customer Success Manager is a permanent position that will help manage our growing customer base and interact with several growing areas of the business including sales, engineering, product  management, and client renewals and expansions. You will work closely with leadership and other team members to collaboratively solve problems and implement solutions. The ideal candidate will have demonstrated superb communication, organization, and time management skills and be able to effectively manage a number of diverse and complex problems at the same time.


Primary Responsibilities

  • Proactively manage a book of business to ensure clients have an overall great experience with KaiNexus.
  • Partner with implementation and product team leads to advocate on behalf customers.
  • Maintain a high daily activity of customer communication, including calls and emails, with the intent of nurturing client relationships and identifying upsell opportunities.
  • Track and maintain monthly, quarterly, and annual Customer Experience metrics & KPIs.
  • Monitor and track customer activity through KaiNexus, Jira, and Zendesk.
  • Learn and maintain a proficient knowledge of Continuous Improvement and Lean principles.
  • Thrive on change while remaining highly organized, optimistic, and coachable.


Confidence sometimes holds us back from applying for jobs we really want. But we'll let you in on a secret: there's no such thing as a 'perfect' applicant. KaiNexus is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.


Required Qualifications

  • Bachelor’s Degree
  • 3+ years of customer success / account management experience
  • Ability to manage multiple tasks and priorities with a strong focus on account growth, retention and growing your book of business
  • Time management and organizational skills with the ability to track numerous details
  • Ability to handle tough conversations with clients in a professional, solution-oriented manner
  • Belief in proactive rather than reactive approach to handling clients and problems
  • A passion for and deep understanding of customer service and business growth
  • Strong interpersonal communication (both verbal and written)
  • A unique style, flair and creativity to bring to a team that prides itself on its personality

Commitment & Consideration

  • Company-sponsored health plan
  • Retirement savings plan with company match
  • Generous parental leave policy
  • Disability insurance
  • Professional development & education reimbursement
  • This is a full-time salaried position. Salary will be based on experience

 

KaiNexus is committed to a work environment in which all individuals are treated with respect and dignity. Each individual has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits unlawful discriminatory practices. It is the policy of KaiNexus to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. KaiNexus prohibits any such discrimination or harassment.