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Associate Customer Success Manager, Scale
Job Location:
Job Location:
Minneapolis, MN - USA
Monthly Salary:
$ 50 - 55
Monthly Salary:
Posted:
17 July 2026 (30+ days ago)
Posted:
Application Deadline:
14 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Who Are You
You are a problem-solver first and a relationship builder second. You thrive in fast-paced environments where technical troubleshooting and customer support are your bread and butter. You have the startup adaptability to work in evolving processes and thecustomerempathy tomaintainstrong relationships without needing extensive strategic planning. You balance efficiency with genuine care andyoureequally comfortable diving into support as you arehelping customers find success using see customers as partners in solving problems not just accounts to tobuild withyour team and grow with the company.
If this describes you Kaleidoscope is thrilledyourehere.
Who Are We
Werere-imagining the role of technology in the scholarship space. Millions of capable students face financial barriers while organizations wanting to help often lack the infrastructure to do it effectively. We provide the tools services and supportorganizationsneed to launch andoperateworld-class scholarship programs. Our customers range from established foundations to corporations building community impact and future workforce to individuals creating their legacy-andwereexpanding into entirely new just building software;weresupporting our partners in creatingopportunity. If you care about impact and want to be part of a team moving the needle on real problems this is the 2025 we were awarded the best scholarship management software and top 50 EdTech software on G2.
Learn moreat.
Position Summary
The (Associate Customer Success Manager Scale) owns the full relationship for a scaled portfolio of self-service accounts - handling day-to-day support and problem resolution while also being accountable for renewal and expansion outcomes tied to NRR and GRR.
What makes this role distinctive is itsfull ownership of the account relationship at scale. You are the primary owner of your portfolio accountable for renewal and expansion outcomes as well as day-to-day support - Account Managers stay involved for complex commercial terms and contracting but you drive the relationship: resolving issues quickly keeping customers self-sufficient and proactively managing the path toward renewal and growth. Success in this role means more than closing tickets quickly or hitting a renewal number in isolation it means customers reach genuine self-sufficiency and continue or expand their investment in Kaleidoscope because you managed both the day-to-day experience and the commercial relationship well.
Your primary responsibilities include handling customer requests through email and support tickets providing thoughtful troubleshootingclient journey managementandstrategically escalating to specialized teams (Product Engineering Strategic CSMs) when with Account Managers on complex commercial terms and contracting but you own the renewal and expansion conversation directly with your customers - alongside making sure they have what they need to succeed day to day. As we refine how support and customer success work together your role may evolve and your insights aboutwhatsworking what needs adjustment and how we can scaleand serve customerswill inform how is a hybrid role based in our Minneapolis office3 days on-site 2 days remote.
Position Responsibilities
Support & Issue Resolution (Primary Focus)
Tools & Resources
Our mission is toeliminatefinancial barriers to advancement by mobilizing philanthropic dollars to support students in need. Every daywereworking to connect capable students with the funding they need to reach their potential - and helping organizations create meaningful scholarship programs that change lives.
Equal Opportunity Employer
Kaleidoscope is an equal opportunity to building a diverse team because varied perspectives help us better serve our customers partners and scholars from every background. We welcome applicants regardless of race color religion sex sexual orientation gender identity national origin age disability veteran status or any other protected characteristic.
Salary Range - $50k to $55k
You are a problem-solver first and a relationship builder second. You thrive in fast-paced environments where technical troubleshooting and customer support are your bread and butter. You have the startup adaptability to work in evolving processes and thecustomerempathy tomaintainstrong relationships without needing extensive strategic planning. You balance efficiency with genuine care andyoureequally comfortable diving into support as you arehelping customers find success using see customers as partners in solving problems not just accounts to tobuild withyour team and grow with the company.
If this describes you Kaleidoscope is thrilledyourehere.
Who Are We
Werere-imagining the role of technology in the scholarship space. Millions of capable students face financial barriers while organizations wanting to help often lack the infrastructure to do it effectively. We provide the tools services and supportorganizationsneed to launch andoperateworld-class scholarship programs. Our customers range from established foundations to corporations building community impact and future workforce to individuals creating their legacy-andwereexpanding into entirely new just building software;weresupporting our partners in creatingopportunity. If you care about impact and want to be part of a team moving the needle on real problems this is the 2025 we were awarded the best scholarship management software and top 50 EdTech software on G2.
Learn moreat.
Position Summary
The (Associate Customer Success Manager Scale) owns the full relationship for a scaled portfolio of self-service accounts - handling day-to-day support and problem resolution while also being accountable for renewal and expansion outcomes tied to NRR and GRR.
What makes this role distinctive is itsfull ownership of the account relationship at scale. You are the primary owner of your portfolio accountable for renewal and expansion outcomes as well as day-to-day support - Account Managers stay involved for complex commercial terms and contracting but you drive the relationship: resolving issues quickly keeping customers self-sufficient and proactively managing the path toward renewal and growth. Success in this role means more than closing tickets quickly or hitting a renewal number in isolation it means customers reach genuine self-sufficiency and continue or expand their investment in Kaleidoscope because you managed both the day-to-day experience and the commercial relationship well.
Your primary responsibilities include handling customer requests through email and support tickets providing thoughtful troubleshootingclient journey managementandstrategically escalating to specialized teams (Product Engineering Strategic CSMs) when with Account Managers on complex commercial terms and contracting but you own the renewal and expansion conversation directly with your customers - alongside making sure they have what they need to succeed day to day. As we refine how support and customer success work together your role may evolve and your insights aboutwhatsworking what needs adjustment and how we can scaleand serve customerswill inform how is a hybrid role based in our Minneapolis office3 days on-site 2 days remote.
Position Responsibilities
Support & Issue Resolution (Primary Focus)
- Triage and resolve support requests through Intercom with rapid response times and high-quality resolutions
- Handle technical troubleshooting process questions and general platform questions independently
- Maintain detailed ticket documentation to ensure context and continuity
- Escalate appropriately to Product Engineering or other teams when issues fall outside support scope
- Provide proactive empathetic communication about issue status and resolution timelines
- Use AI-generated ticket summaries and suggested responses as a starting point editing and contextualizing every reply before it reaches a customer
- Contribute to knowledge base byidentifyingcommon questionsand writing help articles
- Build inline product walkthroughs and contextual help to reduce support volume
- Test and improve AI-assisted support responsesidentifyinggaps and opportunities
- Surface product patterns and feature requests to the Product team
- Use recurring ticket patterns to build self-service fixes (help articles in-app guidance AI chat assistant guidance) instead of answering the same question repeatedly
- Manage Customer JourneyLifecyclewith leading technology tools
- Monitor customer health through ticket patterns and engagement metrics
- Communicate proactively with Account Managers about account health and escalations
- Collaborate with internal teams on customer issues and product improvements
- Track whether assigned customers are becoming self-sufficient over time (declining repeat contacts growing self-service usage positive customer feedback) as the real measure of success not just tickets closed
- Own and manage renewal and expansion conversations directly with customers looping in Account Managers for complex commercial terms and contracting
- Own renewal and expansion outcomes for your assigned portfolio measured against NRR and GRR targets
- Understand each customers budget cycle procurement process and approval chain for renewals and expansions
- Time commercial conversations effectively knowing when to shift from a support or trusted-advisor conversation to a commercial one
- Build simple business cases for continued or expanded investment grounded in the customers own usage goals and success metrics
- Navigate the distinction between the day-to-day user the internal champion and the economic buyer engaging each with the right conversation at the right time
- Meet performance targets for response time resolution time customer satisfaction customer self-sufficiency and portfolio-level NRR/GRR
- Collaborate with teammates to share best practices and process improvements
- Serve as a culture champion of Kaleidoscope workingin accordance withcompany policies and values
- Maintain reliable attendance and perform other duties as assigned
- Hybrid role: 3 days per week in our Minneapolis office2 days remote
- Experience with support platforms a plus (Intercom Zendesk or similar ticketing/live chat systems) ordemonstratedability to quickly learn support tools
- Strong technical troubleshooting skills with ability to solve problems independently
- Excellent written and verbal communication skills
- Ability to prioritize effectively when managing multiple support requests
- Ability to work in a fast-paced startup environment with evolving priorities
- Comfort using AI tools to draft summarize and triage support communications with sound judgment to review and edit AI-generated content for accuracy and tone before it reaches a customer
- Comfort holding commercial conversations with customers discussing renewal timing budget and the value delivered to date
- Proficiencywith Microsoft Office Suite
- Ability to pass a background check
- Authorized to work in the US for any employer
- 2 years of customer support or customer success experience in a software or tech environment
- Bachelors degree or higher
- Experience with Salesforce or similar CRM platforms
- Experience with AI-powered support or customer success tools (e.g. AI-assisted ticket triage suggested responses health scoring)
- Experience with scholarship grant management nonprofit technology or education sector software
- Experience building or contributing to knowledge bases or support documentation
- Startup or scale-up experience in a high-growth environment
Tools & Resources
- Support and retentionplatformswith AI capabilities
- Salesforce CRM for customer context
- Clear playbooks and processes forcommon supportscenarios
- Regular training on product features and best practices
- Customer support training and enablement
- Scholarship and grant industry training
- Mentorship from experienced support and customer success team members
- Regular feedback and coaching
- Clear visibility into team metrics and performance
- Fast-paced high-growth mission-driven team
- Competitive pay and benefits package including:
- Medical dental vision coverage
- 401(k) with company match
- Paid parental leave policy
- FlexiblePTO
- And more!
Our mission is toeliminatefinancial barriers to advancement by mobilizing philanthropic dollars to support students in need. Every daywereworking to connect capable students with the funding they need to reach their potential - and helping organizations create meaningful scholarship programs that change lives.
Equal Opportunity Employer
Kaleidoscope is an equal opportunity to building a diverse team because varied perspectives help us better serve our customers partners and scholars from every background. We welcome applicants regardless of race color religion sex sexual orientation gender identity national origin age disability veteran status or any other protected characteristic.
Salary Range - $50k to $55k
Required Experience:
Junior IC
About Company
Explore Kaleidoscope, the ultimate scholarship and grant management software for connecting sponsors with applicants efficiently.
