Customer Success Manager

Job description

About Kisi

Kisi is a security platform with offices in Brooklyn and Stockholm and a global remote team spanning from America, Europe, Africa and Asia. We create hardware and software that helps businesses connect and control their spaces through the cloud.

A little bit more about our team:

  • We value being forward, human, trusted, and responsible. As a team, we make a tangible and lasting impact on the real world.

  • Our product (Reader Pro) is an award-winning access control solution. We are a design focused company and recently won the coveted GOOD DESIGN award as well as the prestigious iF Design Award.

  • Our customers and users come first - We are rated 4.9 in the App Store and 4.8 on Capterra.

  • Our team is unique (and a bit quirky) and diverse. We hail from 25 nationalities (& counting!) and look forward to our annual global meetup to bring the whole team together.

  • We are building a supportive and flexible working environment by offering health & retirement benefits (location based), generous vacation time and daily challenges and growth.

About the Role

We’re looking for an individual who thrives in driving impact for the business and their customers. You’ll be owning the entire Customer Experience post-sales with a dedicated portfolio of customers taking them from onboarding, adoption, expansion and ultimately renewing with Kisi. You’ll be the one creating, testing, and iterating on the playbook for how we interact with customers from onboarding to renewals. Internally, you will be championing the voice of our customers, gathering feedback and working on initiatives to improve our customers' experience.

Responsibilities:

  • Onboard, Manage, Expand, and Retain a portfolio of customers. Being their advisor for all things Kisi related.

  • Become a product expert and help our customers reach their desired outcomes while making the most out of Kisi.

  • Help our customers configure, train, and launch the Kisi solution during onboarding.

  • Build out and execute best practices like success plans, QBRs, and annual reviews for different scenarios during onboarding to renewals.

  • Utilize and monitor customer usage trends and feedback. Closing the loop with our customers while providing our internal teams with feedback to improve our product.

  • Build strong relationships and carry value-driven conversations with our customers on a regular cadence from their end users all the way through to the strategic executive.

Requirements

Requirements:

  • Startup SAAS Experience 1-2 years

  • You’re a helper at heart. You live and breathe for your customers and translate their success into your success.

  • Versatile team player. You can succeed in a fast-paced, rapidly changing environment while maintaining high levels of operational rigor, digital acumen, and business excellence.

  • Self-starter mindset. You love being in the weeds and are known for rolling up your sleeves to get things done. You never let roadblocks get in the way of getting things done; the laws of physics govern the only limits to what you can do.

  • Project owner attitude. You are excited about being held accountable for your successes and failures. You will be responsible for your own projects for which you will own the results.

  • An insatiable drive to make things better. While prioritization is paramount, no detail is too small to go unaddressed. You should constantly be looking at every process, tool, assumption, and script and asking, "How can we make this better?"

  • Excellent verbal and communication skills, including the ability to hold strategic executive conversations.

  • Strong organization skills, data hygiene, and experience using a CRM.

  • Demonstrated consistent achievement of key metrics: Retention, Expansion, and Customer Feedback.

Who this role may not be a good fit for

We’re a growing startup and as such, our journey and challenges may not be a fit for everyone. To create a positive engaging experience, we want to be upfront with candidates on what will bring them success at Kisi. Here are some traits that may hold you back from achieving success at Kisi:

  • You work best with a well-defined playbook to follow, execute, and optimize.

  • You prefer stability over constant change to min-max your workflow.

  • When in doubt, you prefer to have a senior member to help guide you through.

  • When mistakes are made, you prefer to stop what you’re doing and understand what went wrong before you proceed.

  • You’re a perfectionist at heart and operate best when the path is well planned and clear.

If this sounds like you, we’ve got other roles here at Kisi that may be a great fit for you. Check them out here.