Customer Success Manager

Kornit Digital; Los Angeles (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and life insurance

401K with employer matching

Job summary

Kornit Digital is seeking a Customer Success Manager in Los Angeles to ensure customer retention, maximize product value, and manage escalations. You will collaborate with multiple departments to resolve issues, advocate for customers, and lead renewal activities with key stakeholders.

Responsibilities include managing Field Service Engineers, developing success plans for strategic accounts, and presenting executive summaries.

Qualifications

• 3-5 years of related experience in customer support or services.
• Bachelor’s degree required.
• Experience with CRM software like Salesforce preferred.
• Ability to travel up to 50% and work cross-functionally.
• Excellent written and verbal communication skills.

Responsibilities

• Supports sales growth and maintains strong customer relationships.
• Ensure customers adhere to Kornit's maintenance guidelines to optimize performance.
• Help customers realize ROI by mapping business challenges to Kornit solutions.
• Manage Field Service Engineers assigned to customer sites.
• Develop and own customer success plans for high-potential accounts.
• Present executive summaries to senior leaders.
• Oversee project management for customer initiatives and Kornit programs.
• Maintain routine status reports and documentation in Salesforce and Oracle.
• Collaborate cross-functionally to build data-based monitoring tools.
• Lead contract renewal strategy with internal stakeholders.
• Identify churn risk and drive retention campaigns.
• Act as trusted advisor, expanding customer relationships and mapping portfolios.
• Proactively identify issues and coordinate cross-functional mitigations.
• Anticipate future customer needs including programs and training.
• Conduct visits with key contacts to build relationships and review business goals.
• Develop portfolio strategy to drive customer initiatives and retention.

Skills

Customer relationship management

Cross-functional collaboration

Excellent communication

Problem solving

Travel up to 50%

Education

Bachelor’s degree

Tools

Salesforce

Oracle

Microsoft Office

Job description

Nice to meet you - we are Kornit Digital!

Kornit Digital is a worldwide market leader in sustainable, on-demand, digital fashion and textile production technologies. The Company is writing the operating system for fashion with end-to-end solutions including digital printing systems, inks, consumables, and an entire global ecosystem that manages workflows and fulfilment.

Every day we take the chance to re-invent, create, solve, adapt, improve and conquer the unexpected. Our engagement drives us to change the way people print on textiles today and in the future.

You are invited to be part of it to #expressyourbest!

As a Customer Success Manager, you are responsible for ensuring customer retention, product satisfaction and escalation and helping customer realize value from Kornit products and services. This role is ultimately responsible for the management of customers and will work in conjunction with other departments within Kornit to resolve customer issues and escalations. This is a key role responsible for advocating on behalf of their customers and ensuring the customers understands our products, service and contractual commitments.

Responsibilities

• Supports sales growth, relationship management and internal and external communication.
• Ensure customer adherence with Kornit maintenance guideline to optimize system performance
• Help customers fully leverage their Kornit products and services and understand their ROI through strategies that reveal customer business challenges and objectives.
• Manages Field Service Engineers assigned to the customer sites.
• Develops and owns customer success plan and deliverables for key focus customers in portfolio identified as having greatest growth potential.
• Presents executive summaries to senior leaders.
• Accountable for project management and execution of customer and Kornit business initiatives.
• Responsible for maintenance of routine status reports and process documentation in internal knowledge management sites such as Salesforce and Oracle.
• Partners cross functionally to create data-based monitoring tools that drive appropriate proactive customer outreach.
• Organizes and leads contract renewal strategy with key internal stakeholders in anticipation of renewal date.
• Identifies and categorizes retention/churn risk and leads campaigns to ensure customer renewal.
• Become a trusted customer advisor by guiding customers to industry and vertical best practices and map, expand and deepen customer relationships and own internal relationship matrix responsibilities with emphasis upon focus customers within portfolio.
• Through routine customer communications, proactively identifies potential issues and works to lead cross-functional efforts to mitigate issues and risks by implementing solutions with a sense of urgency.
• Ability to anticipate and communicate future customer needs including customer programs, communication and support strategies, training, products and services.
• Conduct personal visits with key customer contacts and engage in relationship building, goal setting and Business Review.
• Develops and executes upon a customer portfolio strategy that drives customer initiatives, product solutions and retention.

Qualifications

• 3-5 years of related experience; customer support, mission critical services, manufacturing environment
• Bachelor’s degree
• Technical Support experience – preferred
• 3-5 years of experience supervising technical personnel
• Travel up to 50% (normally much less)
• Ability to work cross functionally in a productive and collaborative manner to achieve defined objectives.
• Excellent written and verbal communication skills.
• Strong problem-solving skills and attention to detail.
• Strong computer skills, with an above average knowledge of Microsoft Office products.
• Familiarity with customer relations management software applications (Salesforce).
• Demonstrated ability to engage with customer management and key decision makers in a positive and collaborative manner.
• Located in the Los Angeles area

Salary Range: $90,000-$120,000

Kornit Digital offers an outstanding compensation and benefits package, medical, dental, and life insurance; Investment Savings Plan (401K) with employer matching.

Kornit Digital is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, veteran status, or based on disability, or any other federal, state, or local protected class.