Manager of Customer Success

About Us

Kenect is based in the “Silicon Slopes” of Utah. Our team is committed to helping businesses grow and succeed through our state-of-the-art business texting platform.

With Kenect, our goal is to make text messaging the primary communication tool for any business across the U.S. and Canada. Texting is the way the consumer wants to do business. It’s time for businesses to embrace that trend and stop the constant game of voicemails, phone tag, and making customers wait on hold.

About the Role

As a Manager of Customer Success, you will be responsible and accountable for the revenue retention and revenue growth performance of 5 - 10 CSMs who will report to you. These CSM’s own portfolio’s of approximately $750K (which is approximately 200 SMB accounts per CSM). In total, the portfolio of accounts assigned to CSM’s on your team will be between $4M - $8M.

What You Will Be Doing

• Accountable for the coaching, development, and performance of CSM’s you directly manage
• Invest into building relationships with your teammates and co-workers
• Inspire growth and personal development in those who report to you by providing specific and actionable coaching
• Ensure KPI’s are met by each person on your team:
• Cohort Renewal Rate
• Expansion & Upselling
• Business Reviews
• Adoption & Usage Metrics
• Listen to customer calls/meetings and provide actionable feedback to improve the skillset of those who report to you
• Execute strategies to improve renewal rates and drive more significant outcomes for customers under the stewardship of your CSM’s
• Manage department-level projects with expertise, confidence, speed, and thoroughness.
• Recruit, hire, and retain top-level CSM talent.
• Handle escalations and other support-related needs from your CSMs

Skills & Qualifications

• Driven, self-motivated, enthusiastic, and with a “get things done” attitude.
• Results-driven mentality, with a bias for speed and action
• 2+ years of experience managing CSM’s in an SMB environment
• SaaS experience required
• Personable, caring, and influential
• Experience with Salesforce is preferred

Our Company Values We Hope You Showcase

• Unwavering Customer Obsession



• See it, Solve it, Get it Done



• Build, Adapt, Win

What Kenect Offers!

• Health, Dental, Vision, Life & Disability Insurance



• Your birthday is a paid day off!



• Onsite gym



• Breakroom full of snacks and drinks



• Convenient location next to freeway entrance/exit

Legal Disclosure

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.