Customer Success Specialist- Entry Level Customer Success

Kipsu; Minneapolis (MN); On-site; USD 65,000 - 95,000; Full time

Job summary

Kipsu, a Minneapolis-based tech company, is seeking a driven Customer Success professional to manage a portfolio of customer accounts and own the lifecycle from onboarding to retention. You will work across Product and Engineering to resolve issues and deliver insights that drive adoption of our platform.

You will present data and outcomes to customers, build compelling deliverables, and collaborate with Sales on pilots and new use cases, travel onsite as needed.

Qualifications

• Excellent written and spoken communication skills.
• Ability to multi-task and work independently under pressure.
• Comfortable solving ambiguous problems.
• Willing to travel onsite for customer trainings 3-5 times per year.
• Customer-centric mindset and desire to help customers succeed.
• Ability to create clear, actionable deliverables and presentations.

Responsibilities

• Oversee and manage a portfolio of Kipsu customer accounts.
• Own the customer lifecycle, including onboarding provisioning and training, with a focus on retention.
• Respond promptly to customer questions, requests, and concerns.
• Collaborate with Product and Engineering to source information and deliver resolutions.
• Review data to provide action-oriented insights to customers.
• Assist Sales and other CS functions in rolling out new customers and pilots.
• Contribute to product prioritization based on customer feedback.
• Develop high-quality deliverables like presentations and feature overviews.
• Work across Google Workspace, Salesforce, Slack, Jira, Confluence to streamline relationships.

Skills

Customer success

Communication

Problem solving

Cross-functional collaboration

Time management

Willing to travel

Tools

Salesforce

Google Workspace

Slack

AppCues

Jira

Confluence

Job description

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.

THE OPPORTUNITY

Kipsu is seeking a driven and positive-minded individual who loves solving problems, working side-by-side with our customers, and is comfortable analyzing and presenting data. You will contribute immediately as a key player on the Customer Success team.

WHAT YOU'LL DO

• 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

WE\"RE LOOKING FOR

You are:

• 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 yearYour qualifications include:
• 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