Customer Success Associate - SaaS Onboarding & Growth

Kipsu; Minneapolis (MN); On-site; USD 68,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company match

Unlimited vacation

Life insurance

Flex spending account

Commuter benefits

Job summary

Kipsu, a Minneapolis-based technology company, is seeking an Associate Account Manager I to support management company relationships and help customers implement and realize ongoing value from Kipsu. You will work within established playbooks, maintain CRM records, support implementations, and drive long-term customer outcomes.

The role emphasizes stakeholder communication, data fluency, and collaboration with Product, Marketing, and Customer Success teams to deliver measurable adoption and

Qualifications

• 1–3 years of experience in B2B SaaS onboarding/implementation, customer success, account management, training, or a related customer-facing role; hospitality experience is a plus.
• Strong project management skills with the ability to manage multiple customers, milestones, workstreams, dependencies, and competing priorities simultaneously.
• A customer-first mindset paired with the ability to connect customer requests to measurable business outcomes and long-term value.
• Strong written and verbal communication skills with the ability to adjust messaging for operational, technical, and executive audiences.
• Confident facilitation and training skills, including comfort presenting to groups and guiding customers through new processes, functionality, or behavioral change.
• A data-driven mindset with the ability to interpret adoption and performance metrics, identify trends, validate data quality, and translate data into clear recommendations and next steps.

Responsibilities

• Customer implementation and milestone management. Translate customer requirements into clear implementation plans with defined owners, milestones, dependencies, and success criteria.
• Product adoption and measurable customer outcomes. Build practical adoption plans that incorporate customer champions, training, reinforcement, and success metrics.
• Defining and demonstrating customer value. Establish measurable outcomes and baselines with customers, connect Kipsu functionality to their business goals, and use performance and adoption data to demonstrate progress and identify opportunities for improvement.
• Customer account planning and governance. Coordinate QBRs and recurring account cadences, including scheduling, preparation, milestones, and standardized QBR materials.
• Building trusted customer relationships. Communicate clearly and confidently with operational, technical, and executive stakeholders.
• Customer training and enablement. Facilitate engaging trainings for audiences of varying sizes and across complex programs involving multiple channels, dates, and use cases.
• Deep product expertise. Understand Kipsu's features, configurations, limitations, integrations, and common use cases well enough to recommend solutions and configurations.
• Configuring customer environments. Apply established standards and playbooks to configure Kipsu environments, company settings, users, workflows, templates, and integrations.
• Troubleshooting product and integration issues. Systematically investigate configuration, integration, and data-flow issues; coordinate with internal technical teams when needed; communicate impact, status, and next steps clearly.
• Managing escalations and churn-risk conversations. Lead calm, structured customer recovery conversations; diagnose root drivers; develop recovery options; establish mutual commitments and next steps.
• Using data to guide action. Build and maintain reports and dashboards, validate data quality, monitor adoption and performance metrics, translate findings into narratives and recommendations.
• Managing customer risk. Proactively surface risks and issues, assess potential impact, develop mitigation plans, and ensure next steps are documented.
• Coordinating cross-functional work. Partner with Product, Engineering, Support, Revenue, and leadership to drive customer outcomes.
• Maintaining strong operational discipline. Keep Salesforce, project management tools, support systems, and internal documentation accurate.
• Following and improving Kipsu playbooks and processes. Use SOPs, checklists, implementation paths, and quality standards while identifying opportunities to improve documentation.
• Understanding the customer's business. Develop knowledge of customer industry workflows, stakeholders, and compliance considerations.
• Managing your workload with accountability. Prioritize responsibilities, complete assigned work, and communicate risks and schedule changes.

Skills

Customer success

Account management

Project management

Communication

Data analysis

Salesforce

Jira

Asana

Tools

Salesforce

Jira

Asana

Job description

Kipsu, a Minneapolis-based technology company, is seeking an Associate Account Manager I to support management company relationships and help customers implement and realize ongoing value from Kipsu. You will work within established playbooks, maintain CRM records, support implementations, and drive long-term customer outcomes.

The role emphasizes stakeholder communication, data fluency, and collaboration with Product, Marketing, and Customer Success teams to deliver measurable adoption and