KU
Client Success Manager at KUBRA leveraging innovative products to enhance customer satisfaction and drive business growth. Engaging with clients to manage relationships and deliver exceptional value.
About the role
- Define and execute the overall client success strategy, ensuring alignment with company goals for retention, expansion, and customer satisfaction.
- Build scalable processes and frameworks to manage client success efficiently, emphasizing client health metrics, renewal rates, and upsell opportunities.
- Ensure the team meets or exceeds targets for Logo, Gross, and Net Retention; maximize Net Retention through proactive account management, product adoption, and strategic expansion.
- Develop consistent training and process materials for teams to create high consistency across the team; foster a high-performing team by coaching, mentoring, and providing regular feedback.
- Advance and maintain strategic partnerships with high-value clients and develop multi-threaded relationships within accounts.
- Create processes for impactful quarterly and annual client meetings focused on product adoption, upselling, and cross-selling.
- Own CS operating cadence: run monthly renewal/expansion risk reviews, maintain an early-warning risk pipeline, and publish a monthly forecast vs. actual with mitigation plans by segment.
- Standardize success plans and executive alignment, requiring written success plans for strategic accounts and establishing QBR/EBR rhythms with named executive sponsors.
- Own monthly client success forecasting in partnership with senior leadership.
- Partner with senior leadership to integrate customer feedback into company-wide strategies; map customer journey and lifecycle management to improve net retention and satisfaction.
- Lead hiring, onboarding, and professional development for Client Success Managers; establish and monitor team KPIs and performance reviews.
- Analyze and optimize client engagement strategies and streamline onboarding handoffs, customer training, and engagement.
- Drive renewal and retention processes by identifying at-risk clients and implementing churn mitigation strategies.
- Partner with sales to identify cross-sell and upsell opportunities; own team-level upsell and expansion revenue targets.
- Establish and maintain data hygiene best practices in CRM tools (e.g., Salesforce) and develop executive-level reporting on client success metrics.
- Create and implement processes for collecting, analyzing, and acting on customer feedback to inform product, marketing, and sales strategies.
- Serve as the primary advocate and escalation point for high-impact client issues; other duties as assigned.
Requirements
- Proven track record of success in a senior client success, account management, customer support, or customer experience leadership role, preferably in a SaaS or technology environment.
- Exceptional leadership skills with experience managing and scaling client-facing teams.
- Deep understanding of customer success metrics and methodologies with a results-driven mindset.
- Strong communication and interpersonal skills, with the ability to influence and align stakeholders at all levels.
- Expertise in CRM systems (e.g., Salesforce) and tools for managing customer health, engagement, and retention.
- Analytical thinker with a strong ability to translate data into actionable insights and strategies.
- Collaborative mindset, capable of working across departments to deliver exceptional client outcomes.
- Familiarity with the construction industry and operational challenges is a plus.
- Minimum Experience: Manager/Supervisor
Benefits
- US base salary $100,000-$135,000 + commissions
- OTE (base + commissions) $175,000; top performers can exceed OTE
- Health, dental, and vision coverage
- Disability insurance
- Life insurance
- PTO
- 401(k) plan
- Remote work (US-based)
Job title
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Degree requirement
No Education Requirement
Location requirements
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