Customer Success Manager

At Kibo, we provide cloud commerce solutions inspired by our clients’ needs and designed to empower their teams. Together, we can help them see further, think bigger, and climb higher.

Our software and services include eCommerce, Order Management, Personalization, and Mobile Point-of-Commerce. We serve retailers, manufacturers, and brands, and our solutions are designed to power the shopping experience – from first click to doorstep – and to scale with them as their business grows.

The Customer Success Manager (CSM) will ensure that Kibo’s solutions are delivering value to customers and will be responsible for high customer retention rates. In this function, CSMs will manage multiple customer accounts, consult, and advise customers on adoption and solution value. CSMs are responsible for generating leads for services work, upsell of products and for upgrade of solutions. CSMs will work together with sales, services, and global support to achieve this. The candidate will have excellent communication skills, be adaptable, detail-oriented, willing to travel, possess ‘organized, analytical and problem-solving skills’, and be able to independently work with various internal teams to troubleshoot and resolve complex technical problems.

Responsibilities

• Manage ongoing client relationships effectively to drive high client retention, loyalty, and satisfaction
• Engage with client stakeholders to identify, define, track, and measure the overall value realization and impact of Kibo solutions to the organization
• Understand client requirements and act as technical advocate
• Own all aspects of the client renewals process, with a focus on high net retention
• Monitor client health and engagement to proactively identify at-risk clients and establish retention and success plans moving forward
• Provide visibility, internal awareness and advocacy regarding client health, drivers of attrition, and needs cross-departmentally
• Identify and document expansion opportunities
• Collaborate with sales organization to expand knowledge of client strategic priorities
• Develop, prepare, and nurture clients for advocacy and referenceability
• Capture Impact Stories to document client use cases and associated business impact and ROI
• Capture client sentiment and own the NPS feedback loop for assigned clients
• Provide feedback to the Product Team to help improve platform offerings
• Continually create or refine processes and internal documentation

Requirements

• 2+ years of experience in Customer Success Management
• Experience of building relationship with various levels of stakeholders in large enterprises.
• Experience with SaaS, or Ecommerce industry
• Excellent interpersonal and communication skills.
• Must be able to work well both in a team environment and independently under minimal supervision.
• Experience at a global software or consulting firm is a plus.
• Previous experience of growing customer adoption and preventing customer churn a BIG plus.