Customer Success Manager

Kinective; Gilbert (AZ); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

401(k) plan with company contributions

Flexible paid time off

Comprehensive health benefits

Life and disability insurance

Wellness resources

Job summary

A forward-thinking FinTech company is seeking a Customer Success professional to establish strategic partnerships and drive customer satisfaction. You will be responsible for onboarding clients, advocating for their needs, and collaborating with sales to explore growth opportunities. The ideal candidate has a Bachelor’s degree, 3+ years in a customer-facing role, and a passion for technology. The position offers a hybrid work schedule along with comprehensive benefits including 401(k), health insurance, and generous paid time off.

Qualifications

• 3+ years experience in a customer-facing role, preferably in Customer Success, Account Management, or Sales.
• Experience advising product and operational teams on the design and implementation of new banking products.
• Demonstrated success in managing relationships with enterprise-level customers.

Responsibilities

• Serve as primary point of contact for strategic customers, understanding their unique needs.
• Work with Professional Services to ensure seamless onboarding for customers.
• Act as the voice of the customer, advocating within the organization.
• Collaborate with sales for cross-selling and upselling opportunities.
• Negotiate subscription renewals with customers.
• Monitor key performance metrics and customer feedback.
• Champion value of Customer Success within the organization.

Skills

Analytical skills

Communication skills

Strategic mindset

Passion for technology

Education

Bachelor’s degree in Business Administration, Marketing, or related field

Job description

Job Overview

Ready to be part of the company transforming FinTech and how the world accesses banking services?

We’re here to change the way the world accesses and thinks about banking through software that connects financial institutions to the latest fintechs shaping the industry.

What you’ll own:

• Build Strategic Customer Partnerships: Serve as primary point of contact for our strategic customers, understanding unique business needs, challenges, and objectives. Develop and execute strategic account plans to drive satisfaction, retention, and expansion and report progress through Quarterly Business Reviews.
• Customer Onboarding and Adoption: Work closely with Professional Services to facilitate seamless onboarding processes for new customers, ensuring they have necessary resources, training, and support to maximize value. 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 the organization, advocating for customer needs, preferences, and feedback across teams. Collaborate with product management and development to relay insights and contribute to product roadmap discussions.
• Cross‑Selling and Upselling: Collaborate with sales to identify opportunities for cross‑selling and upselling core products and services. Proactively engage customers to educate them on full suite of products and align solutions with evolving requirements.
• Renewals Management: Negotiate subscription or software agreement renewals directly with customers while securing long‑term agreements that 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.
• Performance Analysis and Reporting: Monitor key performance metrics, usage patterns, and customer feedback to assess health of accounts. Identify areas for improvement and proactively address any issues to enhance satisfaction and retention rates.
• Customer Success Advocacy: Champion value of Customer Success within the organization and externally with customers. Help define and refine the motion of Customer Success at Kinective, contributing to best practices, processes, and frameworks to drive excellence in customer engagement and satisfaction.

What you’re great at:

• Strong analytical skills with the ability to interpret data, generate insights, and make data‑driven recommendations.
• Excellent communication and interpersonal skills, effectively engaging with stakeholders at all levels.
• Strategic mindset, anticipating customer needs and developing creative solutions to address challenges.
• Passion for technology and innovation, with interest in working with large financial institutions.

Necessary Qualifications:

• 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.
• 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.

Compensation:

$70,000 – $85,000

Benefits:

• 401(k) plan with company contributions
• Flexible paid time off and company holidays
• Generous parental and caregiver leave
• Comprehensive health benefits including medical, dental, vision, and prescription coverage
• Life and disability insurance
• Wellness resources and professional development opportunities
• And it doesn't end there…

Full‑time position. Hybrid schedule: 3‑4 days a week in‑office, 8‑5pm hours.

Please note this role does not currently offer sponsorship opportunities.