Manager, Client Success

Lead the Way to Intelligent Banking with Us!

You might not think about what happens behind the scenes when you check your bank balance or deposit a check from your phone but we do. Every day.

Kinective empowers banks and credit unions to move beyond keeping up with technology to shaping the future of banking. Our platform seamlessly connects the right tools delivers real-time data and drives smarter operations for more than 4000 financial institutions nationwide. We are a fast-growing team built on individual ownership company-wide collaboration and setting industry-leading standards. Here new ideas are encouraged candid feedback is welcomed and your growth truly matters as much as the companys. At Kinective we are leading the way to intelligent banking together and enjoying the journey along the way.

Why This Role Matters

Why This Role Matters

Every role at Kinective exists to move the needle for our clients partners and the financial institutions we serve. As the Manager Client Success you will lead our Enterprise Client Success team driving the strategies processes and culture that turn customers into long-term partners of Kinective.

You will own the full post-sale customer lifecycle and build the CS function from the ground up: designing scalable playbooks developing a high-performing team of CSMs and partnering closely with Sales Product and Marketing to ensure our customers consistently realize measurable value. This is a hands-on leadership role that blends strategic vision with day-to-day execution and your fingerprints will be on the outcomes that matter most.

What Youll Own

Team Leadership & Development

• Lead coach and develop a team of Client Success Managers (CSMs) setting clear goals KPIs and individualized growth plans that build both capability and career momentum
• Conduct regular 1:1s performance reviews and real-time coaching that drive accountability and keep the team engaged and growing
• Hire onboard and ramp new CSMs as the team scales; operate as a player-coach in the near term directly managing a portfolio of high-value or complex accounts alongside team oversight

Customer Lifecycle & Value Realization

• Own the end-to-end customer journey from onboarding and adoption through renewal and expansion ensuring every customer achieves measurable outcomes and a clear return on their investment in Kinective
• Design and continuously refine CS playbooks for onboarding QBRs health checks and renewal motions that can scale as the team grows
• Engage directly with key and at-risk accounts leading escalation responses and executive conversations that protect and deepen relationships

Retention & Revenue Growth

• Own renewal conversations and negotiations protecting net revenue retention and extending customer relationships with the commercial acumen to navigate without a dedicated renewals team
• Proactively identify risk signals through customer health data and implement mitigation strategies before churn becomes a threat
• Surface and prioritize expansion opportunities partnering with Sales to drive upsell and cross-sell motions that grow revenue within your book of business

Operational Rigor & Insights

• Implement and leverage Vitally (our CS platform) alongside CRM tooling to maintain accurate health scores activity data and renewal forecasting
• Track analyze and report on team performance metrics customer health trends CSQL revenue and OKR progress translating data into decisions not just dashboards
• Build a culture of operational discipline and continuous improvement identifying where processes break down and iterating quickly to fix them

Cross-Functional Partnership

• Serve as the voice of the customer internally channeling insights and feedback to Product Marketing and Support to influence the roadmap and improve the overall customer experience
• Partner with Sales on handoff expansion strategy and account planning to ensure a seamless experience from pre- to post-sale
• Align CS priorities with company-wide goals contributing to shared revenue retention and customer health targets across the organization

How Well Measure Success

Success here isnt about checking boxes its about propelling Kinectives mission to lead the way to intelligent banking. You must bring excellence to your craft balance resourcefulness with respect share and celebrate unique expertise and diverse perspectives and continuously raise the bar as we innovate and grow. Specifically you will know youre winning when you are:

• Building and scaling a high-performing engaged CSM team with clear development paths and measurable productivity within the first 612 months
• Owning a renewal motion that protects and grows net revenue retention with clean forecasting and documented risk visibility
• Working effectively with Sales Product and cross-functional partners to close feedback loops and create a seamless customer experience
• Improving how work gets done through scalable CS playbooks consistent Vitally adoption and a data-driven approach to customer health and team performance
• Establishing an early expansion motion that turns customer value into revenue growth and that the team can execute consistently over time

Necessary Qualifications & Competencies

• 6 years of experience in Customer Success Account Management or related post-sale roles in a B2B SaaS or technology environment
• 2 years of people management experience with a demonstrated ability to hire develop and retain CS talent
• Proven track record of owning and improving net revenue retention renewal forecasting and expansion outcomes
• Experience building CS processes from scratch in a startup or high-growth environment youre comfortable iterating in ambiguity and creating structure where little exists
• Strong commercial mindset with direct ownership of renewals upsell and cross-sell motions
• Data-driven approach with hands-on proficiency in CRM and CS platforms; Vitally Salesforce or Gainsight experience a plus
• Exceptional communication and stakeholder management skills including the ability to engage and influence executive-level customers and internal partners

Pay Benefits & Total Rewards

$95000 $115000

The salary range listed reflects the minimum and maximum for this role. Individual compensation is based on experience qualifications job-related skills location and internal equity and most offers are not made at the top of the range. Base pay is one part of Kinectives Total Rewards package. Depending on the role employees may also be eligible for bonuses commissions or equity. All employees have access to a competitive benefits package designed to support health well-being and financial security including:

• Comprehensive health coverage (medical dental vision prescriptions life & disability)
• Flexible PTO 11 company holidays and generous parental and caregiver leave
• An immediately vested 401(k) with company contributions
• Wellness resources and professional development opportunities

If youve made it this far wed love to hear from you. Click Apply to start the conversation even if youre not sure you check every box. Learn more about Kinective at . Please note that this role does not currently offer sponsorship opportunities.