Customer Success Manager

Role Overview

Join Kajabi as a Customer Success Manager to drive customer outcomes, adoption, and long-term loyalty for a strategic portfolio.

Responsibilities

• Customer Relationship Management: Build and maintain relationships with key stakeholders; act as primary point of contact and trusted advisor.
• Onboarding and Adoption: Own onboarding success and rapid platform adoption; create and deliver tailored onboarding plans.
• Value Realization: Align with customer business objectives to ensure they realize full value of Kajabi; identify and communicate KPIs.
• Proactive Engagement: Regularly meet with customers (calls/meetings/other channels) to understand evolving needs and share best practices.
• Risk Management: Identify and mitigate risks to satisfaction and retention; help execute strategies to address concerns.
• Growth and Expansion: Find expansion opportunities, including upselling and cross-selling additional features/services; collaborate cross-functionally.
• Advocacy and Feedback: Provide customer feedback to Product, Engineering, and Marketing; cultivate advocates for testimonials and referrals.
• Performance Tracking and Reporting: Monitor customer health metrics, track progress against success plans, and report to stakeholders.
• Collaboration: Partner with other CS Managers, Partnerships, Support, and Product for a seamless customer experience.
• Continuous Improvement: Stay current with customer success best practices and improve processes/strategies.

Requirements

• Bachelor’s degree in a relevant field.
• 4+ years of Customer Success experience in a SaaS environment managing strategic accounts.
• Strong understanding of SaaS business models and customer lifecycle management.
• Excellent communication, presentation, and interpersonal skills; able to build rapport and influence stakeholders.
• Strong problem-solving and analytical skills.

Nice-to-haves

• Technical capacity to advise on product capabilities and use cases (implied by role expectations).