Senior Customer Success Manager

Role Overview

Manage and grow a portfolio of strategic accounts, driving measurable customer outcomes and contributing to retention and expansion of revenue.

What You Will Do

Act as a trusted advisor to customers, aligning KWI’s solutions to their business objectives, and form relationships at the highest levels of our customers.

Why It Might Be a Fit

Ideal candidate is results-driven, able to articulate value to customers, and has experience in customer success, account management, and relationship-building.

Requirements

• GRR consistently above 95%
• NRR consistently above 105%
• NPS growth > 5 pts per year
• Able to articulate value to customer vs just being transactional
• Clear visibility into account health and proactive churn mitigation
• Comfortable forming and maintaining strong relationships with senior clients
• Able to forensically map out customer organization and make plans to get to new people
• Measurable expansion revenue contribution (quarterly upsell target)
• High product adoption and customer advocacy

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or retirement plan
• Paid time off
• Flexible work arrangements