Manager, Client Success

About the Company

Kinective helps banks and credit unions move from simply keeping up with technology to actively shaping the future of banking. Its platform connects the right tools, delivers real-time information, and supports smarter operations for more than 4,000 financial institutions across the United States. The company is growing quickly and values personal accountability, teamwork across departments, open feedback, and continuous learning. The culture is built around innovation, ownership, and improving the customer experience while building a better future for intelligent banking.

Role Overview

As Manager, Client Success, you will lead the enterprise customer success function and shape the processes, team, and culture that turn customers into long-term partners. This position owns the full post-sale journey and requires building scalable customer success practices from the ground up while working closely with Sales, Product, and Marketing to help customers achieve measurable business value. The role combines strategic planning with hands-on execution, including direct management of complex accounts in the near term.

Team Leadership and Development

• Guide, coach, and grow a team of Client Success Managers by setting goals, performance indicators, and individualized development plans.
• Hold regular one-on-ones, reviews, and in-the-moment coaching sessions that strengthen accountability and keep the team motivated.
• Recruit, onboard, and ramp new team members as the organization expands, while temporarily handling a portfolio of important or complex accounts yourself.

Customer Lifecycle and Value Delivery

• Own the complete customer journey after the sale, from onboarding and product adoption through renewal and expansion, making sure customers achieve measurable outcomes and strong return on investment.
• Create and refine scalable playbooks for onboarding, quarterly business reviews, health checks, and renewal processes.
• Work directly with strategic and at-risk accounts, leading escalation management and executive-level discussions to protect and strengthen relationships.

Retention and Revenue Growth

• Lead renewal discussions and negotiations without a dedicated renewals team, using commercial judgment to support revenue retention and account growth.
• Spot risk indicators early through customer health data and apply corrective actions before churn becomes likely.
• Identify expansion opportunities and collaborate with Sales to drive upsell and cross-sell activity within your accounts.

Operations, Reporting, and Cross-Functional Work

• Use Vitally and CRM systems to maintain accurate customer health scores, activity records, and renewal forecasts.
• Monitor, evaluate, and report on team performance, customer health trends, CSQL revenue, and OKR progress, turning data into actionable decisions.
• Build disciplined operating habits and improve processes continuously by identifying breakdowns and making quick adjustments.
• Represent the customer internally by sharing feedback with Product, Marketing, and Support to improve the roadmap and overall experience.
• Partner with Sales on handoffs, account planning, and expansion strategy so the transition from pre-sale to post-sale feels seamless.
• Align customer success priorities with broader company goals tied to revenue, retention, and customer health.

Success Measures

Success in this role is measured by the ability to build an engaged, high-performing CSM team, establish a reliable renewal motion with clear forecasting and risk tracking, strengthen collaboration across functions, improve execution through scalable playbooks and strong system adoption, and create an early expansion motion that consistently translates customer value into additional revenue.

Required Qualifications

• At least 6 years of experience in customer success, account management, or a similar post-sale role within B2B SaaS or technology.
• At least 2 years of people management experience with a proven ability to hire, develop, and retain customer success talent.
• Demonstrated success in improving net revenue retention, renewal forecasting, and expansion results.
• Experience creating customer success processes from scratch in a startup or fast-growing environment, with comfort working through ambiguity.
• Strong commercial mindset with direct ownership of renewals, upsell, and cross-sell activities.
• Hands-on experience with CRM and customer success platforms, with Vitally, Salesforce, or Gainsight seen as an advantage.
• Excellent communication and stakeholder-management skills, including the ability to influence executive customers and internal partners.

Pay and Benefits

The base salary range for this position is $95,000 to $115,000. Final pay depends on experience, qualifications, job-related skills, location, and internal equity, and offers are typically not made at the top of the range. Base pay is only one part of the total rewards package. Depending on the role, employees may also qualify for bonuses, commissions, or equity.

The benefits package includes medical, dental, vision, prescription, life, and disability coverage; flexible PTO; 11 company holidays; generous parental and caregiver leave; an immediately vested 401(k) with company contributions; and wellness resources plus professional development support.

Additional Information

Applicants are encouraged to apply even if they do not meet every requirement. This role does not currently include sponsorship availability.