Customer Success Manager

Customer Success Manager

We are seeking a passionate and experienced Customer Success Manager to champion the success of our valued customers. As a member of our Customer Success team, you will be responsible for nurturing and growing relationships with a portfolio of customers, ensuring they achieve their desired outcomes through the Kajabi platform. You will be a trusted advisor, proactively identifying opportunities to enhance their experience, drive adoption, and foster long-term loyalty.

You will become an expert on our product with an intimate understanding of product capabilities and their use cases. This role requires a proactive individual with strong communication, problem-solving, technical capacity, and relationship-building skills.

• Customer Relationship Management:
  Build and maintain strong, long-lasting relationships with key stakeholders at assigned strategic accounts. Serve as their primary point of contact and trusted advisor.
• Onboarding and Adoption:
  Oversee the successful onboarding of new customers, ensuring a smooth transition and rapid adoption of our platform. Develop and deliver tailored onboarding plans.
• Value Realization:
  Proactively work with customers to understand their business objectives and ensure they are realizing the full value of Kajabi. Identify and communicate key performance indicators (KPIs) to measure success.
• Proactive Engagement:
  Regularly engage with customers through meetings, calls, and other communication channels to understand their evolving needs, provide ongoing support, and share best practices.
• Risk Management:
  
  Identify and mitigate potential risks to customer satisfaction and retention. Contribute to the development and execution of proactive strategies to address concerns and ensure continued success.
• Growth and Expansion:
  Identify opportunities for account growth, including upselling and cross-selling additional features or services. Collaborate with various internal teams to pursue these opportunities.
• Advocacy and Feedback:
  Serve as the voice of the customer internally, providing valuable feedback to Product, Engineering, and Marketing teams to inform product development and improve the overall customer experience. Cultivate customer advocates who are willing to provide testimonials and referrals.
• Performance Tracking and Reporting:
  Monitor customer health metrics, track progress against customer success plans, and provide regular reports to internal stakeholders.
• Collaboration:
  
  Work closely with other Customer Success Managers, Partnership teams, Support, and Product teams to ensure a cohesive and seamless customer experience.
• Continuous Improvement:
  Stay up-to-date on industry best practices and proactively identify opportunities to improve our customer success processes and strategies.

• Bachelor's degree in a relevant field.
• 4+ years of experience in a Customer Success role within a SaaS environment, with a proven track record of managing strategic accounts.
• Deep understanding of SaaS business models and customer lifecycle management.
• Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Strong problem-solving and analytical skills, with the ability to identify issues and develop effective solutions.
• Experience with CRM and customer success software (e.g., Hubspot, Salesforce, Gainsight).
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Proactive, self-motivated, and results-oriented with a strong sense of ownership.
• Technical capacity to become an SME for the Kajabi product and its features.

• Competitive full-time salary + bonus + equity eligibility
• Full medical, dental, and vision (company-paid for you + family)
• 401(k) with 6% match
• Flexible PTO
• Fitness + wellness perks
• Mental health resources
• Company travel for in office collaboration days, and leadership growth opportunities

We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of…