Job Type

Full-time

Description

Why This Role Matters

Why This Role Matters

Every role at Kinective exists to move the needle for our clients, partners, and the financial institutions we serve. As the Manager, Client Success, you will lead our Enterprise Client Success team - driving the strategies, processes, and culture that turn customers into long-term partners of Kinective.

You will own the full post-sale customer lifecycle and build the CS function from the ground up: designing scalable playbooks, developing a high-performing team of CSMs, and partnering closely with Sales, Product, and Marketing to ensure our customers consistently realize measurable value. This is a hands-on leadership role that blends strategic vision with day-to-day execution - and your fingerprints will be on the outcomes that matter most.

Requirements

What You'll Own

Team Leadership & Development

• Lead, coach, and develop a team of Client Success Managers (CSMs), setting clear goals, KPIs, and individualized growth plans that build both capability and career momentum
• Conduct regular 1:1s, performance reviews, and real-time coaching that drive accountability and keep the team engaged and growing
• Hire, onboard, and ramp new CSMs as the team scales; operate as a player-coach in the near term, directly managing a portfolio of high-value or complex accounts alongside team oversight

Customer Lifecycle & Value Realization

• Own the end-to-end customer journey - from onboarding and adoption through renewal and expansion - ensuring every customer achieves measurable outcomes and a clear return on their investment in Kinective
• Design and continuously refine CS playbooks for onboarding, QBRs, health checks, and renewal motions that can scale as the team grows
• Engage directly with key and at-risk accounts, leading escalation responses and executive conversations that protect and deepen relationships

Retention & Revenue Growth

• Own renewal conversations and negotiations, protecting net revenue retention and extending customer relationships - with the commercial acumen to navigate without a dedicated renewals team
• Proactively identify risk signals through customer health data and implement mitigation strategies before churn becomes a threat
• Surface and prioritize expansion opportunities, partnering with Sales to drive upsell and cross-sell motions that grow revenue within your book of business

Operational Rigor & Insights

• Implement and leverage Vitally (our CS platform) alongside CRM tooling to maintain accurate health scores, activity data, and renewal forecasting
• Track, analyze, and report on team performance metrics, customer health trends, CSQL revenue, and OKR progress - translating data into decisions, not just dashboards
• Build a culture of operational discipline and continuous improvement, identifying where processes break down and iterating quickly to fix them

Cross-Functional Partnership

• Serve as the voice of the customer internally, channeling insights and feedback to Product, Marketing, and Support to influence the roadmap and improve the overall customer experience
• Partner with Sales on handoff, expansion strategy, and account planning to ensure a seamless experience from pre- to post-sale
• Align CS priorities with company-wide goals, contributing to shared revenue, retention, and customer health targets across the organization

How We'll Measure Success

Success here isn't about checking boxes - it's about propelling Kinective's mission to lead the way to intelligent banking. You must bring excellence to your craft, balance resourcefulness with respect, share and celebrate unique expertise and diverse perspectives, and continuously raise the bar as we innovate and grow. Specifically, you will know you're winning when you are:

• Building and scaling a high-performing, engaged CSM team with clear development paths and measurable productivity within the first 6-12 months
• Owning a renewal motion that protects and grows net revenue retention, with clean forecasting and documented risk visibility
• Working effectively with Sales, Product, and cross-functional partners to close feedback loops and create a seamless customer experience
• Improving how work gets done through scalable CS playbooks, consistent Vitally adoption, and a data-driven approach to customer health and team performance
• Establishing an early expansion motion that turns customer value into revenue growth - and that the team can execute consistently over time

Necessary Qualifications & Competencies

• 6+ years of experience in Customer Success, Account Management, or related post-sale roles in a B2B SaaS or technology environment
• 2+ years of people management experience, with a demonstrated ability to hire, develop, and retain CS talent
• Proven track record of owning and improving net revenue retention, renewal forecasting, and expansion outcomes
• Experience building CS processes from scratch in a startup or high-growth environment - you're comfortable iterating in ambiguity and creating structure where little exists
• Strong commercial mindset with direct ownership of renewals, upsell, and cross-sell motions
• Data-driven approach with hands-on proficiency in CRM and CS platforms; Vitally, Salesforce, or Gainsight experience a plus
• Exceptional communication and stakeholder management skills, including the ability to engage and influence executive-level customers and internal partners

Pay, Benefits & Total Rewards

$95,000 - $115,000

The salary range listed reflects the minimum and maximum for this role. Individual compensation is based on experience, qualifications, job-related skills, location, and internal equity, and most offers are not made at the top of the range. Base pay is one part of Kinective's Total Rewards package. Depending on the role, employees may also be eligible for bonuses, commissions, or equity. All employees have access to a competitive benefits package designed to support health, well-being, and financial security, including:

• Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability)
• Flexible PTO, 11 company holidays, and generous parental and caregiver leave
• An immediately vested 401(k) with company contributions
• Wellness resources and professional development opportunities

If you've made it this far, we'd love to hear from you. Click Apply to start the conversation, even if you're not sure you check every box. Learn more about Kinective at www.kinective.io. Please note that this role does not currently offer sponsorship opportunities.