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
- Scale a product knowledge-heavy Customer Success function and improve quality, speed, and customer outcomes.
- Install processes, tooling, and documentation to run a complex operation at scale.
- Coach individuals and team leads and jump into tricky customer issues as needed.
- Build operational excellence: implement ticket taxonomy, triage/routing (L1/L2/L3), SLAs by issue type, QA rubrics, dashboards, and weekly operational reviews.
- Own a knowledge base and training materials; deepen product and industry knowledge for CSMs.
- Industrialize reactive support: ship macros and decision trees for top issues (coverage questions, order lifecycle, denials, shipping).
- Hire and coach CS team members, grow Team Leads, set ladders and expectations, and establish a coaching cadence rooted in ticket/code reviews.
- Partner with Product, Billing & Compliance, and Sales to implement and scale processes that drive revenue growth.
- Level up QBRs and other CS motions and own outcomes for retention, usage growth, quality metrics, and support SLAs.
Requirements
- Built process at scale. 8–12+ years in post-Sales/Customer Success with 3–5+ years leading teams.
- You’re a blend of a customer-focused and growth-focused leader.
- Experience in a usage-based revenue business model.
- Demonstrated operational excellence in prior roles.
- Built teams with a wide range of seniority and skillsets.
- Built & scaled training and enablement programs, especially in complex, regulated areas.
- Data-literate. Join support data with Product & Operations metrics (orders, denials, cycle time) to create account health scores and drive action.
- In-person leader. Excited to be in NYC with the team.
- Must be authorized to work in the United States; company cannot provide visa sponsorship.
Benefits
- $180,000 - $260,000 base salary + equity
- We cover 100% of your health insurance premium
- Access to high-quality dental and vision insurance plans for you and your dependents
- 401(k) plan (no company match)
- Comprehensive Health & Wellness
- Opportunities for rapid career advancement
- Career Growth opportunities
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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