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Customer Success Manager

Required Qualifications:

  • Bachelor’s Degree or equivalent experience
  • 3+ 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
  • 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
  • Strong interpersonal communication (both verbal and written)
  • A team player with a desire to join and contribute to a collaborative, supportive, open culture

About KaiNexus:

KaiNexus is a continuous improvement software company on a mission to spread improvement. KaiNexus empowers leading organizations in every industry to reinvent the way 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.

About Working for KaiNexus

Do you want to be part of something great? Do you strive for a position that creates a meaningful impact for 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

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: $70,000 - $85,000
Supplemental Pay: Eligible for bonus of up to 15% of base salary

Primary Responsibilities

  • 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 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.

Commitment & Consideration

  • 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.