Customer Success Specialist
Kipsu
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Benefits offered by this job
Job summary
Kipsu is seeking a Customer Success Specialist in Minneapolis. You will manage a portfolio of customer accounts, drive onboarding and training with a retention focus, and coordinate with Product and Engineering to deliver creative resolutions.
You will respond to questions promptly, analyze data for insights, and support sales and CS teams with pilots and onboarding.
Qualifications
- Bachelor's degree or equivalent work experience.
- Experience in customer success, customer service, support, or account management.
- Excellent written and spoken communication skills.
- Willingness to travel onsite for trainings 3–5 times per year.
Responsibilities
- Overseeing and managing a portfolio of customer accounts.
- Owning the customer lifecycle from onboarding to training with emphasis on retention.
- Responding promptly to customer questions and concerns.
- Collaborating with Product and Engineering to source information and resolve issues.
- Analyzing data to provide actionable insights to customers.
- Supporting Sales and other CS functions in rollout and pilots for new customers.
- Contributing to product prioritization based on customer feedback.
- Creating high-quality deliverables like presentations and one-pager overviews.
- Using Google Workspace, Salesforce, Slack, AppCues, Jira, and Confluence to streamline relationships.
Skills
Education
Tools
Job description
We're looking for talented self-starters to join our growing team in pursuing our goal of elevating humans to the center of service.
Please be advised: We are aware of some recruiting and text messaging scams that are attempting to pose as Kipsu. Please know that Kipsu does not reach out to potential candidates via text.
Customer Success Specialist
Kipsu is a growth stage Minneapolis-based technology company that has grown to over 100 employees. At Kipsu, we help service professionals Meet the Moment by partnering with some of the largest hospitality and healthcare brands in the world. Our best-in-class technology enables organizations around the globe to better serve their customers through streamlined messaging, data-driven performance metrics, sentiment analysis and workflow management. As one of the Twin Cities’ leading tech companies, Kipsu has cultivated a reputation for a strong company culture and is consistently recognized by the Star Tribune as a Top Workplace.
- Overseeing and managing a portfolio of Kipsu customer accounts
- Owning the customer lifecycle, including onboarding provisioning and training, with a focus on retention
- Responding promptly to customer questions, requests, and concerns
- Navigating across multiple internal teams, including Product and Engineering, to source information and deliver creative resolutions on behalf of your customers
- Reviewing and analyzing data to provide action-oriented insights to your customers
- Teaming up with Sales and assisting other Customer Success functions in rolling out new customers, deploying pilots, and exploring new product use cases
- Contributing to our company’s product prioritization and pushing for important new features and product development based on feedback and communication with your accounts
- Developing high-quality customer deliverables including presentations, one-pager feature overviews, and project overviews
- Working through multiple software platforms such as: Google Workspace, Salesforce, Slack, AppCues, Jira, Confluence, and anything else that will help us build great relationships and streamline efforts
- A high-energy, high-achieving, emotionally intelligent professional ready to come in every day and get the work done
- Someone who embraces a “growth mindset” and thrives on constantly learning new things, both at Kipsu and outside of work
- Comfortable switching between task-oriented work and solving ambiguous problems
- Passionate about working in the tech startup space, whether you’re familiar with tech startups or not
- The kind of person who enjoys going deep on a topic and getting to know an industry
- More interested in building a company that will change the world and joining “a cause” rather than punching a clock
- Interested in a tight-knit team that enjoys working and socializing together
- Willing and able to travel onsite for customer trainings 3-5 times per year
- Performs all job responsibilities in alignment with the core values, mission, and purpose of the organization
- Adheres to the highest moral and ethical standards to deliver an environment that promotes respect, innovation, diversity, and creativity
- Excellent written and spoken communication skills
- A great attitude and a love for helping others succeed
- Knowing how to utilize teammates and resources to find the best solution to any problem
- Ability to multi-task and work independently under pressure without constant guidance
- Demonstrated ability to create detailed work plans, deliver complex projects, and meet deadlines
- Consistently under-promise and over-deliver on any promise we make to a customer
- Unyielding resilience, strong work ethic, and an innate drive for personal success (a willingness to “roll up your sleeves”)
- Creative thinking and the desire to improve processes and resolve inefficiencies
- Excellent problem-solving skills; if you’re the go-to person in your current team for escalated or difficult issues, that’s a good sign
- A demonstrated capacity to be a team player
- Occasional non-standard business hours, such as nights, weekends, or holidays
- A Bachelor’s degree from a four-year university or equivalent work experience
- Previous experience on a customer success, customer service, support, or account management team is preferred
- Experience in service-focused industries is a bonus
- This role is primarily based in our office and includes regular, on-site time to support collaboration, connection, and shared problem-solving.
- In this role, you’ll engage in day-to-day work that may include:
- Communicating and collaborating with teammates and/or customers through conversation, meetings, and digital tools
- Interacting with information in a variety of formats, including written, visual, and verbal
- Using standard office and technology tools to complete work effectively
- Spending time working at a desk and occasionally moving around the office to connect with others
- We’re committed to building an inclusive workplace. Reasonable accommodations are available to support team members in performing the essential responsibilities of the role.
- We’re a solid, stable company, and we enthusiastically embrace our founding startup spirit– everyone pitching in and working to the same goals.
- Our culture– We have a team of highly motivated colleagues who are all in it together. We all succeed as one, and we all learn from our mistakes holding our interdependence in high regard.
- Our unique philosophy– we bootstrapped this company ourselves and are in it for the long-term. There is a distinct sense of purpose and ownership at Kipsu as we do things on our own terms.
- Remarkable growth– with nearly a decade of advancement, we continue to accelerate. It’s an exciting time to be here.
- Unity– Everyone here is committed to the same mission. Our core values are not platitudes but our pact. We believe in the best in each other while always reaching to be better.
- Transparency– Our leadership gets into the details. We all gather for weekly space to discover how each team is doing so that we have a full understanding of the business and think like a CEO.
- Trust– Our team members are given the trust and license to excel at their jobs, and are supported along the way to continuously grow.
- Mentorship - We all have more to learn and something to teach. The lessons are beyond technical. We celebrate our busy hive of shared growth.
- Respect– Our success and future as an industry leader depend on actionable commitment to cultivating a diverse and equitable team. Everyone here has a voice that is heard and respected. We seek open and honest conversation on our journey to be active stewards of our shared communities.
- Purpose– Everyone here is closely connected to the result of their work. Every day our team gets to see the impact of what they do enhancing the value of our customers’ work in their own professions. Our goals are explicitly tethered to our mission of building relationships.
We are proud to offer a competitive suite of benefits including: health insurance, dental insurance, vision insurance, 401K with a company match, unlimited/responsible vacation time, life insurance, flex spending account, and commuter benefits.
The pay range for this role is $50k-$60k/year.
One last thing – At Kipsu, we believe that our values, success, and future as a leader in our industry require a vibrant and diverse workforce. This is one of the many challenges we seek to solve, and we are intentional and active in recruiting talent of all identities and building an environment that is inclusive of all backgrounds. We need your contribution to our team. Please consider rolling up your sleeves and joining us on our journey.
We strive to make individualized white-glove service accessible to all. Our solution is designed to augment service teams, allowing them to build personalized relationships with their guests at scale.
Our people make Kipsu stand apart from the competition. From our founder’s philosophy of treating every employee like a “future CEO,” to an ever-changing landscape of work, our fast-paced and values-oriented environment makes showing up for work meaningful.
We've spent ten years defining success in all that we do—most importantly with growing our team. If you want to feel your impact and encounter challenging opportunities and responsibilities in continuing to scale Kipsu, let's talk.
At Kipsu, we are committed to creating a diverse and inclusive environment. Everyone is free to bring their authentic selves to work. Differences are welcomed, perspectives are respectfully heard, and everyone feels a sense of belonging.
As part of this commitment, Kipsu has formed a Diversity, Equity, and Inclusion program that consists of five employee-led workstreams to:
- Cultivate an inclusive and welcoming environment
- Equitably promote, retain, and develop our talent
- Attract diverse talent that reflects the communities that we serve
- Meaningfully impact our community
- Practice product and design inclusivity and accessibility
We use our Core Values as guiding principles in these initiatives. We focus on long term objectives while taking advantage of opportunities to make more immediate impacts. We learn from each other, which helps us make better decisions. We believe a strong focus on diversity, equity, and inclusion brings out the best in all of us.
The Kipsu team is full of ambitious folks who are uniquely dedicated to team-wide success.
Kipsu is dedicated to ensuring you continue to grow your skills. Grow your skills through company-sponsored educational opportunities.
With our serious commitment to diversity and inclusiveness, come to work every day knowing that you will make an impact, work in a beautiful space, and cooperate with awesome folks!
Not only does Kipsu offer quarterly volunteer opportunities, the team is also committed to staying active in the startup community.
Experience what it’s like to have managers and execs who value transparency, provide consistent guidance, and allow necessary creative autonomy.
Kipsu offers competitive benefits including medical, dental, 401(k), unlimited vacation, and more. Curious about the others? Just ask!
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