Customer Success Onboarding & Enablement Lead

Customer Success Representative, Front Line Enablement

Kipsu is a growth stage Minneapolis-based technology company that has grown to over 120 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.

What You'll Do

• Project Lead Onboarding:
  Own property-level project plans, leading 1:1 kickoffs to align on goals, timelines, and roles while maintaining clear status documentation.
• On-site training (as needed; 1–2 days at a time, ~10-15% travel):
  Lead onsite sessions with hotel and shopping teams, interface personally with General Managers and other leaders to develop strong relationships and ongoing customer loyalty.
• Technical Configuration:
  Manage user permissions, message templates, and PMS integrations to ensure platform readiness and validation for customer launch.
• Drive Time-to-Value:
  Accelerate product adoption by removing blockers and conducting individual or group training (on-site and webinars) to ensure rapid, measurable success.
• Cross-Functional Advocacy:
  Partner with Support and Product teams to resolve bugs and surface edge-case feedback, while supporting Sales on partner expansion efforts.
• Process Optimization:
  Develop repeatable templates and enhancements (checklists, slide decks) to reduce implementation time and increase first-month success.
• Data-Driven Account Management:
  Use Salesforce and Google Sheets to analyze performance data, demonstrating ROI and identifying high-impact use cases for customers.
• Retention & Growth:
  Proactively mitigate churn risks and identify expansion opportunities (new products/properties) to ensure long-term account health and renewals.

• 1-3 years in B2B SaaS onboarding/implementation, customer success, or training, ideally with operational end users; hospitality experience is a plus.
• Strong project management chops (agenda setting, task management, sequencing, and organization) and comfort juggling multiple property launches.
• Confident speaker and trainer—clear, empathetic, and comfortable speaking in front of a group.
• Hands-on with light technical configuration (users/roles, templates, basic integrations).
• Data-driven mindset: comfortable reading reports (e.g., Salesforce), reading adoption dashboards, and acting on trends.
• Excellent documentation and communication skills; crisp and polished emails, professional presentations, and reusable checklists.
• Calm, cool demeanor and a natural affinity for customer service.
• Clear, concise communication and ability to translate features into plain-language steps and outcomes.
• Problem-solving & resourcefulness to navigate a complex software solution and help customers do the same - turn ambiguity into action and chaos into order.

• 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. Reasonable accommodations are available to support team members in performing the essential responsibilities of the role.

• We’re a solid, stable company, and we enthusiastically embrace our founding startup spirit– everyone pitching in and working to the same goals.
• Our culture– We have a team of highly motivated…