Customer Success Manager
Kipu Systems
- Location
- Onsite (US)
- Employment
- Full-time
- Level
- Mid Level
About the Role
Kipu Systems is seeking a Customer Success Manager to own the success, retention, and adoption of a defined portfolio of customers. This role involves proactively managing customer health, driving adoption, and identifying risks and opportunities within a fast-paced SaaS environment.
Skills
Full job details
Customer Success Manager (CSM)
Role Overview
The Customer Success Manager (CSM) owns the success, retention, and adoption of a defined portfolio of customers. This role operates with a high degree of independence and is responsible for proactively managing customer health, driving adoption, and identifying risks and opportunities.
The CSM balances relationship management, data analysis, and execution while partnering cross-functionally to deliver customer outcomes and business results.
Key Responsibilities
Customer Ownership & Relationship Management
- Own a portfolio of customers with varying levels of complexity.
- Build trusted relationships with customer stakeholders and champions.
- Serve as the primary point of contact for customer success needs.
Strategic Success Planning
- Develop and execute success plans aligned to customer goals and product usage.
- Conduct structured discovery to understand customer workflows, challenges, and priorities.
- Lead customer meetings including onboarding reviews, health checks, and QBRs.
Product Adoption & Value Realization
- Drive adoption of core and advanced product capabilities acrossproducts.
- Translate customer goals into product use cases and success metrics.
- Identifyand recommend opportunities to improve efficiency, outcomes, and ROI.
Data Analysis & Risk Management
- Analyze usage, engagement, and customer data to assess health and predict risk.
- Proactivelyidentifyat-risk accounts and execute mitigation plans.
- Maintainaccuratedocumentation and reporting in CRM and customer success tools.
Commercial Awareness
- Support renewals andidentifyexpansion opportunities in partnership with Sales.
- Demonstrate financial acumen related to ARR, renewals, and customer value.
- Escalate payment or contractual concerns appropriately.
Issue Resolution & Cross-Functional Collaboration
- Lead investigation and resolution of customer issues withindefinedscope.
- Coordinate with Support, Product, and Engineering teams to resolve issues.
- Advocate for customer needs while balancing internal priorities.
Qualifications
- 3–5+ years of experience in Customer Success, Account Management, or a related SaaS role
- Experience managing a book of business independently
- Strong analytical and organizational skills
- Comfort working in a cross-functional, fast-paced environment
- Healthcare or regulated SaaS experience preferred
- Bachelor’s degree or equivalent experiencerequired