What are the responsibilities and job description for the Mid-Market CSM position at Kenect?
About Us
Kenect is a leading AI-powered texting and reputation management platform used by 10,000 dealerships and service businesses across North America. We help companies streamline communication, respond faster, and drive real revenue by converting their main business line into a text-enabled number and unifying messaging, reviews, payments, and customer conversations in one simple platform.
What sets Kenect apart from other communication tools is our deep industry expertise and seamless integrations with the systems dealers already use. Teams trust us because our technology is easy to adopt, built for real-world workflows, and delivers measurable improvements in speed, customer satisfaction, and operational efficiency.
We're a fast-growing, mission-driven team building technology that strengthens human connection in a digital-first world and we're just getting started.
About This Role
A Mid-Market Customer Success Manager is a strategic and supportive partner for our customers at every stage of the account cycle process. They're focused on building loyalty to ensure long-term client retention by addressing customer issues, scheduling training, presenting tangible ROI throughout the journey, sharing new product information, and maximizing account value through upsells and renewals.
What you will be doing
- Own the customer's renewal, usage, and adoption of Kenect product features.
- Identify, strategize and execute account expansions, feature upsells and cross-sales
- Promote maximum value of the product, identify new opportunities to ensure growth attainment
- Develop a comprehensive understanding of common business challenges faced by customers along with their common objectives.
- Deliver group and individual user informational and training sessions about Kenect features, industry benchmarking and best practices
- Monitor usage, proactively contact clients upon low usage and deliver effective solutions to improve product adoption.
- Run, build and maintain regular cadence calls and Executive Business Reviews with key stakeholders
- Evaluate and prioritize customer issues and inquiries to better serve the customers and drive effective resolutions.
Skills & Qualifications
- 2 years of Customer Success experience in a SaaS or software company.
- Driven, self-motivated, enthusiastic and with a “get things done” attitude
- Ability to manage a large portfolio of clients with amazing task and time management
- A organization skills
- Experience upselling and expanding a book of business
- Experience carrying a retention and upsell monthly quota
- Results-driven mentality, with a bias for speed and action
- Knowledge of Salesforce is a plus
Our Company values we hope you showcase
- Unwavering Customer Obsession
- See it, Solve it, Get it Done
- Build, Adapt, Win
What Kenect offers!
- Health, Dental, Vision, Life & Disability Insurance
- Your birthday is a paid day off
- Onsite gym
- Breakroom full of snacks and drinks
- Convenient location next to freeway entrance/exit
We believe in hiring self-motivated team members who can run alongside us without needing to be “managed” along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.
Legal Disclosure
Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.