Required Qualifications
3-5 years of enterprise SaaS account management experience
Ability to manage multiple tasks and priorities with a strong focus on account growth, retention, and being a strategic partner for your customers
Time management and organizational skills with the ability to track numerous details at once
A team player with a desire to join and contribute to a collaborative, supportive, open culture
Ability to handle tough conversations with clients in a professional, empathetic, and solution-oriented manner
Belief in a proactive rather than reactive approach to handling clients and potential problems that may arise
A passion for and deep understanding of customer service and business growth
Bachelor’s Degree or equivalent experience
KaiNexus is a continuous improvement software company on a mission to spread improvement. KaiNexus empowers leading organizations in every industry to reinvent how they capture, implement, measure, share, and organize improvement work for an accelerated rate of change and maximum impact. Our intuitive software platform supports a sustainable culture of continuous improvement by engaging staff and leaders with better communication, increased visibility, real-time impact reports, and expert consulting.
Our Customer Success Managers (CSMs) serve as the bridge between our customers and our organization. Our CSM team is responsible for building trusted relationships with our customers by proactively assisting each organization in accomplishing its long-term Continuous Improvement goals. Successful CSMs are forward thinkers who thrive in a team-based environment and exhibit kindness, empathy, curiosity, coachability, and flexibility toward their customers and co-workers.
Location: Hybrid, based in Austin
Job Type: Full-Time
Salary: $80,000 - $95,000
Supplemental Pay: Eligible for bonus of up to 15% of base salary
Manage 10-16 accounts proactively to increase the effectiveness and satisfaction of each customer, resulting in the growth of those accounts through upsell opportunities
Develop and implement strategic customer success plans
Proactively identify and mitigate customer churn risks
Develop and apply a deep understanding of KaiNexus, a highly complex, ever-evolving, and configurable Continuous Improvement platform, to support customers in maximizing their use, and the effectiveness of KaiNexus
Work with each customer to identify their top annual priorities and manage an action plan to achieve those goals together
Deepen relationships and expand the footprint of KaiNexus within each account by nurturing client relationships, and encouraging more engagement in the system through client education opportunities
Maintain a high daily activity of customer communication, including calls and emails
Direct a complex, highly detailed, cross-departmental implementation program for new customers
Partner with Sales, Customer Experience, Lean Strategy, and Product teams to advocate on behalf of our customers
Monitor and track customer activity through KaiNexus, Jira, and HubSpot
Learn and maintain a proficient knowledge of Continuous Improvement and Lean principles
Thrive on change while remaining highly organized, forward-thinking, collaborative 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.
Company-sponsored health plan (Medical/Vision/Dental)
Retirement savings plan with company match
Generous parental leave policy
Life, AD&D and Disability insurance
Professional development & education reimbursement
Unlimited PTO
Performance bonus potential
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.
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