Associate Customer Success Manager, Scale

Associate Customer Success Manager, Scale

You are a problem-solver first and a relationship builder second. You thrive in fast-paced environments where technical troubleshooting and customer support are your bread and butter. You have the startup adaptability to work in evolving processes and the customer empathy to maintain strong relationships without needing extensive strategic planning. You balance efficiency with genuine care, and you're equally comfortable diving into support as you are helping customers find success using technology.

You see customers as partners in solving problems, not just accounts to manage. You're ready to build with your team and grow with the company. If this describes you, Kaleidoscope is thrilled you're here.

We're re-imagining the role of technology in the scholarship space. Millions of capable students face financial barriers, while organizations wanting to help often lack the infrastructure to do it effectively. We provide the tools, services, and support organizations need to launch and operate world-class scholarship programs. Our customers range from established foundations to corporations building community impact and future workforce, to individuals creating their legacy - and we're expanding into entirely new markets.

We're not just building software; we're supporting our partners in creating opportunity. If you care about impact and want to be part of a team moving the needle on real problems, this is the place.

Position Summary The (Associate Customer Success Manager, Scale) owns the full relationship for a scaled portfolio of self-service accounts - handling day-to-day support and problem resolution while also being accountable for renewal and expansion outcomes, tied to NRR and GRR. What makes this role distinctive is its full ownership of the account relationship  are the primary owner of your portfolio, accountable for renewal and expansion outcomes as well as day-to-day support - Account Managers stay involved for complex commercial terms and contracting, but you drive the relationship: resolving issues quickly, keeping customers self-sufficient, and proactively managing the path toward renewal and growth.

Success in this role means more than closing tickets quickly or hitting a renewal number in isolation – it means customers reach genuine self-sufficiency and continue or expand their investment in Kaleidoscope, because you managed both the day-to-day experience and the commercial relationship well.

Your primary responsibilities include handling customer requests through email and support tickets, providing thoughtful troubleshooting, client journey management, and strategically escalating to specialized teams (Product, Engineering, Strategic CSMs) when needed. You'll partner with Account Managers on complex commercial terms and contracting, but you own the renewal and expansion conversation directly with your customers - alongside making sure they have what they need to succeed day to day.

As we refine how support and customer success work together, your role may evolve, and your insights about what's working, what needs adjustment, and how we can scale and serve customers will inform how we evolve. This is a hybrid role based in our Minneapolis office—3 days on-site, 2 days remote.

• Support & Issue Resolution (Primary Focus)
• Triage and resolve support requests through Intercom with rapid response times and high-quality resolutions
• Handle technical troubleshooting, process questions, and general platform questions independently
• Maintain detailed ticket documentation to ensure context and continuity
• Escalate appropriately to Product, Engineering, or other teams when issues fall outside support scope
• Provide proactive, empathetic communication about issue status and resolution timelines
• Use AI-generated ticket summaries and suggested responses as a starting point, editing and contextualizing every reply before it reaches a customer

• Self-Service & Knowledge Base Development
• Contribute to knowledge base by identifying common questions and writing help articles
• Build inline product walkthroughs and contextual help to reduce support…