We are seeking a highly motivated team player that possesses excellent time management and organizational skills to serve as a Customer Success Manager. You will act as our customers’ trusted advisor and advocate inside the business to help us renew our customers (reduce churn) and identify growth opportunities within our existing customer base by ensuring customers are utilizing KidKare’s software to achieve their goals and objectives. Your experience in SaaS, managing revenue, retention, upsell and expansion, and working with top tier customers is ideal for this role. In short, your goal is to turn customers into raving fans that have incredible customer loyalty.  

• Quickly develop an in-depth understanding of the Child and Adult Care Food Program (CACFP) industry and our customers business.
• Develop and maintain strong relationships with top tier customers, acting as their advocate and advisor at KidKare. 
• Own the overall success and satisfaction of assigned accounts, driving retention, expansion, and revenue growth. 
• Drive retention and growth of those customers by understanding their goals, needs, and challenges, and helping them succeed by fully utilizing KidKare’s software effectively.
• Craft effective strategies for customer retention and maintain or exceed targeted customer retention rates (limit churn/attrition).
• Proactively identify and facilitate the targeted number of up-sell and cross-sell opportunities from within your portfolio of existing customers.
• Drive high product adoption, customer health and satisfaction, and net promoter score (NPS)
• Work with customers to develop growth strategies (increase outreach, start sponsoring centers, retaining providers/centers, etc.).
• Manage renewal process to ensure a high renewal rate. 
• Partner cross functionally to lead the rollout of additional features, versions and new products to ensure customers are receiving maximum value from KidKare’s products and services. 
• Coordinate regular cadence meetings (QBRs) with leadership members from the client and internal teams. Maintain excellent knowledge of customer initiatives, roadmaps, rollout plans, and issues.
• Demonstrate high-level product knowledge of KidKare while keeping up with industry trends and competitors.
• Proactively identify and mitigate risks to customer success, ensuring long-term satisfaction and growth. 
• Keep pulse on competitive landscape to strategically support growth opportunities.
• Consistently log, update, and document all activities for accounts in the CRM/CS enablement software(s).
• Manage customer escalations to drive a seamless customer experience by working cross-functionally within the Company. 
• Develop and execute customer success plans, identifying opportunities for upsell and expansion. 
• Track and report on customer success metrics, regularly sharing insights and recommendations with KidKare's leadership team.
• Participate in defining playbooks for operational procedures, guidelines, and standard processes for the team.
• Help drive team expertise and technical thought leadership. 
• Inspire colleagues with examples of handling customer queries, finding innovative solutions for sophisticated problems, and customer relationship management strategies.

Experience/Skills

• 5+ years of experience in Customer Success or Account Management, preferably in a SaaS environment. 
• Proven track record of owning and driving revenue growth, retention, upsell and expansion is a must.
• Experience working with premier customers and managing complex accounts. 
• Strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders. 
• Ability to manage influence through persuasion, negotiation, and consensus building. 
• Ability to build rapport quickly with customers.
• Technically savvy and patience for those who are not. 
• Excellent problem-solving skills, with the ability to proactively identify and mitigate risks to customer success. 
• Strong analytical skills, with the ability to track and report on customer success metrics. 
• Knowledge of CRM software.
• Demonstrated desire for continuous learning, improvement and strong attention to detail. 
• Results and data driven.
• Self-motivated and proactive.
• Able to work independently and as part of a team remotely. 
• Strong sense of empathy towards customers and a passion for KidKare's mission.

Additional Requirements/Information

• Bachelor's degree preferred, preferably in Marketing, Business, Communications or related field
• Experience with CACFP, Federal Entitlement programs (SNAP, WIC, etc.), USDA guidelines, accounting software, compliance management, audit planning, a plus. 
• Willingness to travel to attend industry events and conferences.

This high-profile role will report directly to the Chief Customer Officer.

All qualified applicants will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability or marital status.