Customer Success Manager

Department: North America

Location: North America

Compensation: £0 / year

Description

As we expand across North America, we’re searching for a Customer Success Manager (CSM) who brings firsthand experience in student housing, residence life, or campus operations. This isn’t a “nice to have”—it’s essential. You’ve been in the halls, managed the move-ins, solved the late-night lockouts, and supported students through it all. You get our customers because you’ve lived in their world.

This isn’t your average CSM role. You’ll support onboarding journeys that feel more like guided adventures, deliver training that inspires confidence, and build relationships that last. You’ll help our customers not just use our products—but love them.

You’ll also drive growth! You’ll own a sales quota, spotting opportunities to expand our impact and helping campuses get even more value from our solutions. This role is a blend of customer advocacy, consultative sales, and hands-on training—perfect for someone who thrives on connection, collaboration, and making a real difference.

If you’re passionate about student success, excited by innovation, and ready to bring the KxFactor—that spark that turns customers into lifelong fans—then this is your moment.

Key Responsibilities

• Customer Onboarding & Training Support the project team in onboarding new customers. Deliver remote training sessions—both planned and as needed – to build confidence and ensure adoption.
• Relationship Management Own a portfolio of accounts. Build deep, trusted relationships through regular remote meetings and on-site visits. Understand their goals and challenges. Be their go-to advisor and advocate.
• Customer Advocacy Capture and share feedback to shape our product roadmap. You’ll be the voice of the customer inside Kinetic.
• Cross-Functional Facilitation Collaborate across departments to ensure seamless service delivery. Lead internal discussions to resolve issues and drive improvements.
• Drive Retention Monitor customer health, anticipate risks, and take proactive steps to ensure long-term satisfaction and loyalty. You’ll carry a Net Promoter Score (NPS) target to measure customer happiness.
• Deliver Back-to-Base Sales Own the full sales cycle for expansion opportunities within your accounts—from discovery and proposal to negotiation and close. You’ll carry an individual revenue quota and be accountable for driving growth
• Travel Strategically Travel when strategically appropriate—approximately 20% of your time
• Continuous Learning & Adaptation Stay curious. Be ready to jump in, figure things out, and grow with us in a fast-paced, evolving environment.
  
  

Skills, Knowledge And Expertise

• Real experience in student housing, residence life, or campus operations. You’ve lived it, led it, and understand the challenges and triumphs of campus life. This isn’t just a preference—it’s a must.
• 2–5 years in a customer-facing role, where you’ve built relationships, solved problems, and made people feel heard and supported.
• Demonstrated track record of experience in account growth or sales, with a track record of identifying and closing opportunities.
• A customer-first mindset and a passion for helping others succeed.
• Excellent communication skills—confident in leading meetings, delivering training, and building rapport.
• Tech-savvy curiosity. You’re excited by how software can solve real-world problems and improve campus operations.
• A growth mindset—you’re excited by change, challenge, and opportunity.
• The KxFactor - Adaptability, curiosity, and a collaborative spirit.
  
  

Benefits

• Annual Bonus Scheme
• Healthcare scheme with Vision and Dental
• Wellbeing program
• 401K
• 15 Days per year paid time off