Customer Success Manager - US EST

Kentik; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Kentik is seeking a Customer Success Manager to enhance the customer journey from onboarding to renewal. You will engage with customers proactively, ensuring their long-term success. This role requires strong communication skills and a proven SaaS background, ideally with 5+ years in customer success roles.

The ideal candidate will work in a collaborative setting and travel up to 25% as required. If you're ready to support significant customer relationships with emotional intelligence, we encourage you to apply.

Qualifications

• 5+ years of Customer Success Management or Account Management experience.
• High degree of proficiency in Salesforce CRM and modern SaaS tools.
• Ability to communicate effectively in various modes.

Responsibilities

• Identify and foster key customer champions within their organizations.
• Support customers throughout their journey from onboarding to renewal.
• Work closely with team to ensure optimal customer experience.

Skills

Customer Success Management

Account Management

Salesforce CRM

Google Suite

SaaS Experience

Emotional Intelligence

Tools

Catalyst.io

Pendo

Looker

Job description

Remote

Who we are

Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, we demystify complex network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer, Kentik is the real‑time source of truth that understands every network in context — from data center to cloud to the internet. This single platform unifies and correlates cloud, device, flow, and synthetic data to turn telemetry into action. Market leaders like Akamai, Booking.com, Dropbox, and Zoom rely on Kentik to run, manage, and optimize their networks.

What we do

At Kentik, we take great care of our Customers to ensure they get the most value out of our relationship and Products. We strive to build long lasting, deep relationships and be there for them throughout our joint success journey. This role establishes and maintains ownership of the entire Customer experience including initial onboarding, adoption, ongoing cadence, as well as managing renewals. You will be the proactive outreach owner for your entire book of business, and have the chance to work with really exciting companies using Kentik. Additionally, the role is a key contributor to identifying expansion and upsell opportunities, with joint responsibility together with the sales team over those opportunities.

What you’ll do

• Identify and foster key customer champions across different parts of the customer organization and take responsibility for the customer’s long‑term health and success
• Support customers through the Kentik Customer Journey: from onboarding through adoption, to renewal and growth
• Establish and maintain rapport with all assigned accounts
• Work closely with your team of Post‑Sales Engineers, Account Executives, Product Management, Sales Engineers and Kentik Leadership to ensure customers have an optimal experience and achieve their desired outcomes
• Identify and call out account risks
• Capture key customer needs, translate them to internal tasks, and execute
• Aim to become each customer’s trusted advisor by displaying a high degree of emotional intelligence and being each customer’s advocate back to other Kentik teams
• Ability to work in a customer‑first, team collaborative setting, supporting other team members and sharing what is working as well as what could be improved
• Travel on‑site to key customers as needed

What you’ll bring

Studies have shown that some candidates tend to apply to jobs only if they meet 100% of the qualifications. We encourage you to apply if you meet most of the criteria – even if you don’t match all of the qualifications, your skills and experience could be valuable in this role!

• Up to 5+ years of Customer Success Management / Account Management experience
• Candidate must be based on the East Coast and willing to work EST hours
• High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (Catalyst.io, Pendo, Looker, etc.)
• Clear communication abilities, and choosing the right mode of communication naturally (email, phone, messaging, etc.)
• Ability to speak with authority and lead customer meetings to favorable outcomes
• Previous SaaS experience required
• Revenue recognition experience in a SaaS framework is a strong plus
• Emotional intelligence, ability to pick up interpersonal, unspoken communication and leverage these to drive better outcomes
• A “get it done” mindset
• Enjoy what you do and bring your unique experience to benefit both the team and our customers
• Ability to travel up to 25% of the time