Customer Success Manager

Ready to be a part of the company transforming FinTech and how the world accesses banking services

When was the last time you were excited about interacting with your bank or credit union If the answer is a while then youre in good company. Despite the fact that access to better financial choices is at the heart of empowering communities businesses and people financial institutions (FIs) are struggling to keep up with modern expectations.

And thats where Kinective comes in. Were here to change the way the world accesses and thinks about banking through software that connects a historically boring industry to the latest and greatest fintechs shaping the industry.

Ok... but what does all of that actually mean Banks and credit unions are using some pretty old-school systems which makes adopting new and innovative technology difficult (if not impossible). If you think its easy for your local branch to send you a receipt via text think again.

Want proof As the largest provider of software connectivity to 1 in 4 U.S. financial institutions we are the leading company transforming the way banking is done for credit unions and banks. (In fact Forbes recently released their Best Banks in the World report and Kinective works with over 60% of their named banks!).

Kinective is the connector (get it) that bridges that technology gap and helps modernize the way banking works. Our 300 team of mega-talented and passionate folks are brought together with the unifying desire to make life easier (and better) for our clients and ultimately paving the way for banks and credit unions to modernize banking for everyone.

The Cliffs Notes
We are seeking an accomplished Customer Success Manager with proven success working with customers through a strategic lens. You think critically to drive adoption retain and expand your accounts. You are a thought leader in managing strategic accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy identifying themes across your customer base to better inform a proactive and thoughtful 1x1 approach to Customer Success. You value a were all in this together take initiative ownership and self-starter mentality.

What youll own:

• Build Strategic Customer Partnerships: Serve as the primary point of contact for our strategic customers understanding their unique business needs challenges and objectives. Develop and execute strategic account plans to drive customer satisfaction retention and expansion and report against progress with customers through Quarterly Business Reviews. Possess a proactive mindset with the drive to innovate develop new processes and take on strategic initiatives with a future-focus on the overall business success.
• Customer Onboarding and Adoption: Work closely with Professional Services to facilitate seamless onboarding processes for new customers ensuring they have the necessary resources training and support to maximize the value of Kinectives products. Drive product adoption by providing ongoing guidance best practices and recommendations tailored to each customers goals.
• Voice of the Customer: Act as the voice of the customer within Kinective advocating for customer needs preferences and feedback across internal teams. Collaborate with product management and development teams to relay customer insights and contribute to product roadmap discussions.
• Cross-Selling and Upselling: Collaborate closely with the sales team to identify opportunities for cross-selling and upselling Kinectives core products and services. A Farmer sales mindset proactively engaging with customers to educate them on the full suite of products available and align solutions with their evolving requirements.
• Renewals Management: Negotiate subscription or software agreement renewals of products and services directly with the customer while working to secure them on long-term agreements which are profitable to the business.
• Risk Mitigation: Evaluate risk levels for each customer and proactively utilize best practices to drive retention. Execute risk and save plans to improve customer health and increase likelihood of renewal. Effective time management and sense of urgency for escalated issues while keeping a level and calm demeanor.
• Performance Analysis and Reporting: Monitor key performance metrics usage patterns and customer feedback to assess the health of customer accounts. Identify areas for improvement and proactively address any issues or concerns to enhance overall customer satisfaction and retention rates.
• Customer Success Advocacy: Champion the value of Customer Success within the organization and externally with customers. Help define and refine the motion of Customer Success at Kinective contributing to the development of best practices processes and frameworks to drive excellence in customer engagement and satisfaction.

What youre great at:

• Strong analytical skills with the ability to interpret data generate insights and make data-driven recommendations
• Excellent communication and interpersonal skills with the ability to effectively engage with stakeholders at all levels of the organization
• Strategic mindset with the ability to think critically anticipate customer needs and develop creative solutions to address challenges
• Passion for technology and innovation with an interest in working with some of the largest financial institutions in the country

Necessary Qualifications:

• Bachelors degree in Business Administration Marketing or related field (preferred).
• 3 years experience in a customer-facing role preferably in Customer Success Account Management or Sales.
• Strong practical experience advising product and operational teams on the design and implementation of new banking products.
• Demonstrated success in managing relationships with enterprise-level customers and driving revenue growth through cross-selling and upselling initiatives.
• Strong practical experience advising product and operational teams on the design and implementation of new banking products.

Why Kinective
Were transforming our industry. Youre hopping into a rocket ship when you join the Kinective team. We have our sights set on becoming the go-to banking technology enabler giving our customers total freedom in choosing any system technology or provider to scale their innovation efforts and have it integrate with their banking core. Oh and we should mention were the only ones doing that right now.

We love our customers (and they love us too). Creating incredible customer outcomes is a unifying value at Kinective with over a 95% customer retention rate.

All the benefits. We care about you on and off the clock which is why we are proud to offer plenty of great benefits to choose from. A generously flexible PTO medical dental vision even pet insurance just to name a few.

Were cool people building cool stuff. Underneath all the banking acronyms and terminologies is a team of driven people building the future of banking. We value a workplace that allows us to work hard be challenged and ultimately be supported in our endeavors.

What does life at Kinective look like

Bid adieu to snooze-fest corporate gigs. At Kinective we believe that balance is key. We know how to have fun and how to hit deadlines. We know how to collaborate and enjoy comradery and how to provide feedback to help each other grow professionally.

Our culture empowers team members to take the lead upholds integrity as our bedrock and values trust and respect in all our operations. We believe in learning new skills mentoring colleagues and nurturing personal development. Thats why we seek to promote from within and give our team members the opportunity to rise with us.

Our Values

Deliver success. We strive to exceed customer expectations.

We are powered by a relentless commitment to delivering quality and service to our customers. We turn everyday interactions into positive memorable experiences that create long-lasting Kinective ambassadors.

Grit with grace. We face problems head on respecting others along the way.

We arent afraid to step outside of our comfort zone to accomplish the common goal. We believe that progress thrives on constructive dialogue and a commitment to understanding.

One Kinective. Together we win.

By embracing a better together mindset we unleash the full potential of our team and propel Kinective from good to great.

Build the future. We are driven by the pursuit of whats possible.

Building the future requires embracing change and challenging the status quo. We believe that the best idea wins embodying a culture of innovation.

The Team

In this role you would be a part of the Customer Success Team and reporting to VP Customer Success.

Office Expectation

This role is HYBRID with an expectation of 3-4 days a week in-office. Our hours are 8-5pm.

Compensation Range

$70000 $85000

The base salary range for this role is shown above at the minimum and maximum. It is not typical for a candidate to be hired at or near the maximum of the range. At Kinective base pay depends on multiple individualized factors including a candidates experience qualifications job-related knowledge and skills and geographic location. Compensation also reflects internal equity to ensure fairness across similar roles.

Base pay is just one part of Kinectives Total Rewards package. Depending on the role successful candidates may also be eligible to participate in our discretionary bonus plan commission program or equity offerings.

All U.S.-based Kinective employees are offered a highly competitive benefits package that demonstrates our commitment to supporting health well-being and financial security. Benefits include:

• 401(k) plan with company contributions
• Flexible paid time off and company holidays
• Generous parental and caregiver leave
• Comprehensive health benefits including medical dental vision and prescription coverage
• Life and disability insurance
• Wellness resources and professional development opportunities
• And it doesnt end there...

Well youve made it this far...

Seems like we might be meant to be right If you think youre the right fit for Kinective go ahead and click apply. And even if youre not quite sure if youre qualified we encourage you to apply and we can decide together.

Take a deeper dive into all things Kinective at

Please note that this role does not currently offer sponsorship opportunities.