This job is expired We're automatically mark job as expired after 180 days of its inactivity

Job details

Customer Success Manager - US Central

Who we are

Kentik is the network observability company. Our platform is a must-have for the network front line, whether digital business, corporate IT, or service provider. Network professionals turn to the Kentik Network Observability Cloud to plan, run, and fix any network, relying on our infinite granularity, AI-driven insights, and insanely fast search.

Kentik makes sense of network, cloud, host, and container flow, Internet routing, performance tests, and network metrics. We show network pros what they need to know about their network performance, health, and security to make their business-critical services shine. Networks power the world's most valuable companies, and those companies trust Kentik. Market leaders like IBM, Box, and Zoom rely on Kentik for network observability. Visit us at kentik.com and follow us at @kentikinc.

About the role

At Kentik, we take great care of our Customers to ensure they get the most value out of our relationship and Products. We strive to build long lasting, deep relationships and be there for them throughout our joint success journey. This role establishes and maintains ownership of the entire Customer experience including initial onboarding, adoption, ongoing cadence, as well as managing renewals. Additionally, the role is a key contributor to identifying expansion and upsell opportunities, with joint responsibility together with the sales team over those opportunities.

Are you outgoing, detail oriented, emotionally intelligent, and know how to balance competing priorities? If so, let's have a conversation about joining Kentik's growing Customer Success Division. This is an exciting opportunity for anyone looking to join a scaling, growing, and nurturing team of Success professionals.

Responsibilities

Proactive outreach owner for their entire book of business
Work with really exciting companies using Kentik
Establish and maintain rapport with all assigned accounts
Identify and foster key customer champions across different parts of the customer organization and take responsibility for the customer's long-term health and success
Support customers through the Kentik Customer Journey: from on-boarding through adoption, to renewal and growth
Work closely with your team of Customer Success Engineers, Account Executives, Sales Engineers and Kentik Leadership to ensure customers have an optimal experience and achieve their desired outcomes
Identify and call out account risks
Capture key customer needs, translate them to internal tasks, and execute
Aim to become each customer's trusted advisor by displaying a high degree of emotional intelligence and being each customer's advocate back to other Kentik teams
Ability to work in a customer-first, team collaborative setting, supporting other team members and sharing what is working as well as what could be improved
Travel on-site to key customers as needed

Qualifications

Located in central United States
Bilingual - English and Spanish
At least 5 years of Customer Success Management / Account Management experience
High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (Catalyst.io, Pendo, Looker, etc.)
Clear communication abilities, choosing the right mode of communication naturally (email, phone, messaging, etc.)
High degree of communication confidence, able to speak with authority and lead customer meetings to favorable outcomes
Previous SaaS experience required
Revenue recognition experience in a SaaS framework is a strong plus
Emotional intelligence, ability to pick up interpersonal, unspoken communication and leverage these to drive better outcomes
"Get it done" mindset
Enjoy what you do and contribute your unique experience to benefit both the team and our customers
Ability to travel up to 25% of the time (post-COVID)
Ready to bring your whole self to the job, have a sense of humor and be authentic

Perks*

100% company-paid health insurance for you and your dependents
Health Reimbursement Account (HRA) for you and your dependents
Dependent Care Flexible Spending Account (DCFSA)
Stock options
Vanguard 401(k)
Flexible time off
Parental and medical leave
Monthly wellness stipend
A generous budget for new equipment and home office set up
Internet and phone reimbursement
Remote work
And more!

Perks are as listed for US employees. Local health insurance coverage and similar perks vary for employees outside of the US.

Come work with us

The true meaning of Kentik is visibility. We're committed to making sure everyone feels empowered to use their voice, has a sense of belonging, and is represented at Kentik.

We don't look for individuals who fit the culture, but those who will continue to add to the culture.

We encourage everyone to apply, especially those individuals who are underrepresented in the industry: people of color, LGBTQI+ community, women, individuals with disabilities (both seen and unseen), veterans, and people of any age or family status.

Come as you are!

You will be working at a fast-growing, well-funded startup alongside industry thought leaders and network aficionados as we build the future of observability and set the high bar for how network operations and digital businesses should run. With a competitive salary and amazing benefits on top of the meaningful and challenging projects you'll take on, we're sure you'll enjoy joining the Kentik team.

#li-remote

Kentik Glassdoor Company Review

4.3