Customer Success Manager

Job Type

Full-time

Ready to be a part of the company transforming Fin Tech and how the world accesses banking services?

When was the last time you were excited about interacting with your bank or credit union? If the answer is “a while” then you’re in good company. Despite the fact that access to better financial choices is at the heart of empowering communities, businesses, and people, financial institutions (FIs) are struggling to keep up with modern expectations.

And that’s where Kinective comes in. We’re here to change the way the world accesses and thinks about banking through software that connects a historically “boring” industry to the latest and greatest fintechs shaping the industry.

Ok... but what does all of that actually mean? Banks and credit unions are using some pretty old-school systems, which makes adopting new and innovative technology difficult (if not impossible). If you think it’s easy for your local branch to send you a receipt via text… think again.

Want proof? As the largest provider of software connectivity to 1 in 4 U.S. financial institutions, we are the leading company transforming the way banking is done for credit unions and banks. (In fact, Forbes recently released their Best Banks in the World report, and Kinective works with over 60% of their named banks!).

Kinective is the connector (get it?) that bridges that technology gap and helps modernize the way banking works. Our 300+ team of mega-talented and passionate folks are brought together with the unifying desire to make life easier (and better) for our clients and ultimately paving the way for banks and credit unions to modernize banking for everyone.

The Cliffs Notes

We are seeking an accomplished Customer Success Manager with proven success working with customers through a strategic lens. You think critically to drive adoption, retain, and expand your accounts. You are a thought leader in managing strategic accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy identifying themes across your customer base to better inform a proactive and thoughtful 1x1 approach to Customer Success.

You value a "we're all in this together," take initiative, ownership and self-starter mentality.

• Build Strategic Customer Partnerships: Serve as the primary point of contact for our strategic customers, understanding their unique business needs, challenges, and objectives. Develop and execute strategic account plans to drive customer satisfaction, retention, and expansion and report against progress with customers through Quarterly Business Reviews. Possess a proactive mindset with the drive to innovate, develop new processes and take on strategic initiatives with a future-focus on the overall business success.
• Customer Onboarding and Adoption: Work closely with Professional Services to facilitate seamless onboarding processes for new customers, ensuring they have the necessary resources, training, and support to maximize the value of Kinective s products. Drive product adoption by providing ongoing guidance, best practices, and recommendations tailored to each customer s goals.
• Voice of the Customer: Act as the voice of the customer within Kinective, advocating for customer needs, preferences, and feedback across internal teams. Collaborate with product management and development teams to relay customer insights and contribute to product roadmap discussions.
• Cross-Selling and Upselling: Collaborate closely with the sales team to identify opportunities for cross-selling and upselling Kinective s core products and services. A “Farmer” sales mindset, proactively engaging with customers to educate them on the full suite of products available and align solutions with their evolving requirements.
• Renewals Management: Negotiate subscription or software agreement renewals of products and services directly with the customer while working to secure them on long-term agreements which are profitable to the business.
• Risk Mitigation: Evaluate risk levels for each customer and proactively utilize best practices to drive retention. Execute risk and save plans to improve customer health and…