Customer Success Manager
$74,000–$98,000 year
Remote
EXPIREDRemoteFull Time$74,000–$98,000 yearSmall
Full TimeSmall
Job Summary
Champion the success of strategic accounts by nurturing relationships, driving platform adoption, and ensuring customers realize full value through tailored onboarding plans and proactive engagement. Identify growth opportunities for upselling and cross-selling while mitigating risks to retention and satisfaction. Serve as the voice of the customer internally, providing feedback to Product, Engineering, and Marketing teams to inform development. Track customer health metrics, deliver regular reports, and cultivate advocates for testimonials and referrals. Collaborate with Support and Partnership teams to ensure a cohesive experience. This role requires a proactive individual with strong communication skills and technical capacity to become a subject matter expert on Kajabi.
Required Qualifications
- Bachelor's degree in a relevant field
- 4+ years of experience in a Customer Success role within a SaaS environment
- proven track record of managing strategic accounts
- Deep understanding of SaaS business models and customer lifecycle management
- Excellent communication, presentation, and interpersonal skills
- ability to build rapport and influence stakeholders at all levels
- Strong problem-solving and analytical skills
- ability to identify issues and develop effective solutions
- Experience with CRM and customer success software (e.g., Hubspot, Salesforce, Gainsight)
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Proactive, self-motivated, and results-oriented with a strong sense of ownership
- Technical capacity to become an SME for the Kajabi product and it's features
- This role will need to be in the office for in-person collaboration 2-3 times a quarter
- is best situated in the Western Time zones
- This role is remote, but we're also happy to support relocation for exceptional candidates who wish to work from our Irvine, CA office
- US based applicants only
Desired Qualifications
- passionate
- experienced
- trusted advisor
- proactively identifying opportunities to enhance their experience
- drive adoption
- foster long-term loyalty
- expert on our product with an intimate understanding of product capabilities and their use cases
- proactive individual
- strong communication, problem-solving, technical capacity, and relationship-building skills
- Build and maintain strong, long-lasting relationships with key stakeholders at assigned strategic accounts
- Serve as their primary point of contact and trusted advisor
- Oversee the successful onboarding of new customers
- ensuring a smooth transition and rapid adoption of our platform
- Develop and deliver tailored onboarding plans
- Proactively work with customers to understand their business objectives
- ensure they are realizing the full value of Kajabi
- Identify and communicate key performance indicators (KPIs) to measure success
- Regularly engage with customers through meetings, calls, and other communication channels
- understand their evolving needs
- provide ongoing support
- share best practices
- Identify and mitigate potential risks to customer satisfaction and retention
- Contribute to the development and execution of proactive strategies to address concerns
- ensure continued success
- Identify opportunities for account growth
- including upselling and cross-selling additional features or services
- Collaborate with various internal teams to pursue these opportunities
- Serve as the voice of the customer internally
- providing valuable feedback to Product, Engineering, and Marketing teams
- inform product development
- improve the overall customer experience
- Cultivate customer advocates who are willing to provide testimonials and referrals
- Monitor customer health metrics
- track progress against customer success plans
- provide regular reports to internal stakeholders
- Work closely with other Customer Success Managers, Partnership teams, Support, and Product teams
- ensure a cohesive and seamless customer experience
- Stay up-to-date on industry best practices
- proactively identify opportunities to improve our customer success processes and strategies
- Competitive full-time salary + bonus + equity eligibility
- Full medical, dental, and vision (company-paid for you + family)
- 401(k) with 6% match
- Flexible PTO
- Fitness + wellness perks
- Mental health resources
- Company travel for in office collaboration days
- leadership growth opportunities
- We let the type of work you do guide the collaboration style
- not always working in an office
- gather for key moments of collaboration and connection
- high-potential, high-character people who want to grow fast
- help shape the future of Kajabi
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, veteran status, or any other basis protected by applicable law
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