Customer Success Manager

KaiCalls; Northern (KY); Hybrid; USD 85,000 - 120,000; Full time

Job summary

KaiCalls is seeking a Customer Success professional toOwn post-implementation plans, drive adoption and retention, and coordinate renewals and expansion for a US-based, remote team.

You will analyze engagement data, communicate with business stakeholders, and influence product planning with customer evidence. Strong analytical thinking and proactive risk management are essential.

Qualifications

• 3+ years in B2B SaaS customer success.
• Evidence of retention and expansion performance.
• Strong business-owner communication.
• Analytical account management.

Responsibilities

• Own post-implementation account plans.
• Review call outcomes, adoption, and unresolved friction.
• Coordinate renewals and well-fit expansion.
• Represent customer evidence in product planning.
• Run recovery plans for at-risk accounts.

Skills

Customer success

Retention & expansion

Business-owner communication

Analytical account management

Job description

The mission

Own post-implementation adoption, retention, recovery, and responsible expansion for a real book of business.

What you will own

• Own post-implementation account plans.
• Review call outcomes, adoption, and unresolved friction.
• Coordinate renewals and well-fit expansion.
• Represent customer evidence in product planning.
• Run recovery plans for at-risk accounts.

What success looks like

• Gross and net retention remain healthy.
• Value realization and adoption are documented.
• Churn risk appears early enough to act.
• Expansion follows customer outcomes.

What we are looking for

• 3+ years in B2B SaaS customer success.
• Evidence of retention and expansion performance.
• Strong business-owner communication.
• Analytical account management.

Helpful, not mandatory

• SMB or vertical SaaS.
• Telephony or contact center.
• Professional Spanish.

Compensation

The base salary range is $85,000-$120,000 USD for a US-remote employee. Final compensation will reflect role level, location policy, experience, benefits, variable compensation where applicable, and equity. Contractor arrangements are scoped separately.

How we evaluate

We use the same core evidence for every candidate: comparable outcomes, ownership, customer judgment, role skill, communication, and learning velocity. The process normally includes a short screen, a paid and bounded work sample, structured interviews, and reference checks.

Example paid work sample: Create a recovery and expansion plan for an account with high call volume, declining outcomes, unresolved tickets, and an upcoming renewal.

Your first 90 days

1. First 30 days: Segment customers and define health.
2. By 60 days: Own account reviews and risk plans.
3. By 90 days: Improve adoption and produce a reliable retention forecast.