Customer Success Specialist

Customer Success Specialist

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.

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.

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, App Cues, Jira, Confluence, and anything else that will help us build great relationships and streamline efforts.

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 year.
Your 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 in your current team for escalated or difficult issues, that's a good sign.
A demonstrated capacity to be a team player.
Occasional non-standard business hours, such as nights, weekends, or holidays.
A Bachelor's degree from a four-year university or equivalent work experience.
Previous experience on a customer success, customer service, support, or account management team is preferred.
Experience in service-focused industries is a bonus.

This role is primarily based in our office and includes regular, on-site time to support collaboration, connection, and shared problem-solving.
In this role, you'll engage in day-to-day work that may include:
Communicating and collaborating with teammates and/or customers through conversation, meetings, and digital tools.
Interacting with information in a variety of formats, including written, visual, and verbal.
Using standard office and technology tools to complete work effectively.
Spending time working at a desk and occasionally moving around the office to connect with others.
We're committed to building an inclusive workplace.…