About the RoleAs a
Customer Success Manager (CSM), you will be the strategic partner and trusted advisor to a portfolio of KEV customers. You'll work directly with district leaders to understand their goals, drive adoption and measurable value, strengthen relationships, and ensure customers are positioned for long-term success.
This is more than a relationship-management role. You will
own the customer experience, protect and grow recurring revenue, uncover expansion opportunities, and serve as the voice of the customer across KEV.You'll collaborate closely with Sales, Support, Marketing, Product, and other teams to solve problems and create an exceptional customer experience.
If you're energized by building relationships, solving complex problems, and making a measurable impact, this is an opportunity to play a critical role in KEV's growth.
What You'll Do - Own customer success and retention: Manage a portfolio of district customers with thoughtful engagement and a zero-churn mindset.
- Drive revenue: Deliver against renewal and payments-growth targets while identifying and generating qualified opportunities for expansion.
- Become a trusted advisor: Build strong relationships with district leadership and key stakeholders, becoming the person customers turn to for strategic guidance and problem-solving.
- Drive value and adoption: Understand each customer's goals and help them maximize return on investment.
- Lead executive conversations: Conduct regular customer meetings and semi-annual business reviews with district and executive leadership, connecting KEV's solutions to measurable business outcomes.
- Champion the customer: Bring customer feedback back to KEV and partner cross-functionally to drive meaningful improvements.
- Build customer advocates: Partner with Sales and Marketing to develop references, case studies, testimonials, referrals, and other customer advocacy opportunities.
Who You Are- 2+ years of experience in Customer Success, Account Management, or a similar role in a SaaS environment.
- Experience with k-12 software a must
- A proven ability to build trusted relationships with customers at multiple levels, including executive stakeholders.
- Strong business acumen and the ability to connect technology to customer goals and measurable business outcomes.
- A track record of driving product adoption, engagement, retention, and growth.
- Excellent written, verbal, and executive communication skills.
- Strong presentation, problem-solving, and influencing skills.
- The ability to collaborate effectively across Sales, Support, Product, Marketing, and other cross-functional teams.
- Payments, accounting, or K-12 experience is an asset.
What We Offer- Competitive compensation - We believe in rewarding great work with fair, competitive pay.
- Meaningful benefits- Because your well-being matters; both at work and at home.
- Retirement Savings Support - We help you plan for your future with company-matched programs, including RRSP matching in Canada and 401(k) contributions in the U.S.
- Professional development - We invest in your growth with ongoing learning, stretch opportunities, and continuing education, including KEV Academy for onboarding and skill-building, plus KEV University, our online platform offering a wide range of courses.
- Hybrid model - 3 days in the office to collaborate and connect, with flexibility the rest of the week.
- Flexible PTO - Take the time you need to recharge with close to 4 weeks of vacation and a company-wide holiday closure
- Office perks - Enjoy a fully stocked snack bar and occasional catered lunches-because we know that great conversations (and ideas) often start around good food.
This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by an individual joining the KEV team in this or any other capacity.
KEV may use AI-enabled tools to support components of our recruitment process. These tools are used to support human decision making. All hiring decisions are made by our People and Culture team in partnership with Hiring Managers.
Visit our website for more information and details about working at KEV.
