Customer Success Manager 57649
Department: NA
Employment Type: Permanent - Full Time
Location: North America
Description
About Kinetic
Kinetic was founded in 1998 with one aim: to develop the most innovative software to help university accommodation and conferencing teams deliver the best student and customer experiences possible.
Fast forward 25 years, and we are now the technology partner of choice to the worlds' leading universities, colleges and accommodation providers. We are ranked #1 on the APUC framework for student accommodation management, conferencing and events management, and multifunctional management systems. Our big hairy audacious goal (BHAG) is to achieve £50m net revenue by 2032 and for every person in a university to experience a Kinetic product.
We supply mission-critical software for over 350 customers worldwide, and we are trusted partners to over 80% of universities in the UK!
Since 2015, Kinetic has been part of the Volaris Group. Volaris help strengthen and grow vertical market software companies so, like Kinetic, they become leaders in their industry.
Key Responsibilities
- Customer Onboarding & Training
Support the project team in onboarding current customers. Deliver remote training sessions—both planned and as needed – to build confidence and ensure adoption.
- Relationship Management
Own a portfolio of accounts. Build deep, trusted relationships through regular remote meetings and on-site visits. Understand their goals and challenges. Be their go-to advisor and advocate.
- Customer Advocacy
Capture and share feedback to shape our product roadmap. You’ll be the voice of the customer inside Kinetic.
- Cross-Functional Facilitation
Collaborate across departments to ensure seamless service delivery. Lead internal discussions to resolve issues and drive improvements.
- Drive Retention
Monitor customer health, anticipate risks, and take proactive steps to ensure long‑term satisfaction and loyalty. You’ll carry a Net Promoter Score (NPS) target to measure customer happiness.
- Deliver Back-to-Base Sales
Own the full sales cycle for expansion opportunities within your accounts—from discovery and proposal to negotiation and close. You’ll carry an individual revenue quota and be accountable for driving growth
- Travel Strategically
Travel when strategically appropriate—approximately 20% of your time
- Continuous Learning & Adaptation
Stay curious. Be ready to jump in, figure things out, and grow with us in a fast-paced, evolving environment.
Skills, Knowledge and Expertise
- Real experience in student housing, residence life, or campus operations. You’ve lived it, led it, and understand the challenges and triumphs of campus life. This isn’t just a preference—it’s a must.
- 2–5 years in a customer-facing role, where you’ve built relationships, solved problems, and made people feel heard and supported.
- Demonstrated track record of experience in account growth or sales, with a track record of identifying and closing opportunities.
- A customer-first mindset and a passion for helping others succeed.
- Excellent communication skills—confident in leading meetings, delivering training, and building rapport.
- Tech-savvy curiosity. You’re excited by how software can solve real-world problems and improve campus operations.
- A growth mindset—you’re excited by change, challenge, and opportunity.
- The KxFactor - Adaptability, curiosity, and a collaborative spirit.
Benefits
- Salary negotiable depending on experience
- Uncapped Commission
- Annual Bonus
- Medical, Vision and Dental
- Wellbeing program
- 401K
- 15 Days per year paid time off
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