Customer Success Manager - Enterprise

Kahuna's mission is to help enterprises build safer, more capable, and more competitive work forces through modern skills management technology. Our enterprise SaaS platform enables organizations across Energy, Healthcare, Manufacturing, and other complex industries to gain a validated, objective view of workforce capabilities, align talent to business needs, and maximize the return on training investments.

Customer Success plays a critical role at Kahuna by ensuring customers realize measurable business outcomes, achieve sustained adoption, and maximize long-term value from the Kahuna platform.

Role Description

As an Enterprise Customer Success Manager, you are the strategic owner of customer outcomes, value realization, and commercial success for Kahuna's largest and most complex enterprise customers. You are accountable for post-go-live adoption, retention, renewals, and expansion, ensuring customers achieve sustained value aligned to their business objectives.

You serve as a trusted advisor to executive and operational stakeholders, translating workforce strategy into measurable outcomes through structured Success Plans, executive reviews, and value-based engagement. You partner closely with Implementation Specialists to ensure a seamless transition from implementation to long-term success.

This role requires strong strategic account management skills, multi-threaded stakeholder engagement, and the ability to lead complex enterprise relationships across multiple sites, regions, and business units.

Key Metrics

• NRR, GRR, renewal forecast accuracy, time-to-value, executive sponsor coverage, success plan completion and expansion contribution.

Responsibilities

Customer Value & Lifecycle Ownership

• Own the post-go-live customer lifecycle for assigned enterprise accounts, including adoption, value realization, retention, renewals, and expansion
• Develop and maintain structured Success Plans aligned to customer business objectives, industry requirements, and executive priorities
• Ensure customers achieve measurable outcomes tied to safety, compliance, operational readiness, workforce capability, and training effectiveness
• Partner with customers to evolve workforce capability strategies through adoption of Kahuna best practices, industry expertise, and measurable business outcomes
• Develop customer-defined business cases using the customer's own success metrics and ROI evidence, structured for their economic buyer and internal approval processes

Strategic Account Management

• Serve as the primary strategic advisor for enterprise customers, building trusted relationships across executive sponsors, operational leaders, and functional stakeholders
• Lead executive-level business reviews and strategic value discussions, clearly articulating progress, outcomes, risks, and next-phase opportunities
• Maintain deep understanding of customer organizational changes, initiatives, and priorities to proactively manage risk and identify growth opportunities
• Proactively map stakeholder influence across the customer organization, identifying relationship gaps and expanding executive engagement to reduce retention risk
• Independently assess complex customer situations, determine the appropriate strategy, and drive resolution across internal teams
• Leverage AI-generated health insights, executive briefings, and customer intelligence while applying independent judgment to account strategy and customer engagement

Adoption & Value Realization

• Drive sustained adoption of the Kahuna platform following implementation, ensuring customers fully leverage licensed capabilities and agreed use cases
• Monitor customer health, usage, and outcome indicators, proactively addressing adoption risks and gaps

Renewal & Expansion Ownership

• Own renewal strategy and execution for assigned accounts, including risk identification, mitigation planning, and executive alignment
• Identify and develop expansion opportunities in partnership with Sales, aligned to demonstrated value, customer readiness, and strategic priorities
• Own an accurate renewal and expansion forecast and lead commercial strategy through renewal in partnership with Sales
• Identify whitespace opportunities across…