Customer Success Manager - US PST
Who we are
Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, we demystify complex network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer, Kentik is the real-time source of truth that understands every network in context — from data center to cloud to the internet. This single platform unifies and correlates cloud, device, flow, synthetic data to turn telemetry into action. Market leaders like Akamai, Booking.com, Dropbox, and Zoom rely on Kentik to run, manage, and optimize their networks.
What we do
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.
What you'll do
- 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
- Establish and maintain rapport with all assigned accounts
- 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
What you'll bring
Studies have shown that some candidates tend to apply to jobs only if they meet 100% of the qualifications. We encourage you to apply if you meet most of the criteria - even if you don’t match all of the qualifications, your skills and experience could be valuable in this role!
- 5+ years of Customer Success Management / Account Management experience
- Strong preference for candidates who are based in the SF Bay Area
- High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (Catalyst.io, Pendo, Looker, etc.)
- Clear communication abilities, and choosing the right mode of communication naturally (email, phone, messaging, etc.)
- Ability 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
- A “get it done” mindset
- Enjoy what you do and bring your unique experience to benefit both the team and our customers
- Ability to travel up to 25% of the time
- Willingness to work PST hours
What we offer
Kentik is a fully remote company that operates globally. We seek professionals that will help us thrive as an organization, and in turn, to broaden and enhance your career. We’re very thorough in the interview process to understand your skills and how they will relate to your successful growth here at Kentik. Our compensation philosophy encompasses a fair program for all in order to attract, engage and retain talented individuals who will drive our business and wow our customers.
The base salary range for this position is: $100,000 - $136,000, with an expected overall targeted earnings (OTE) range of: $125,000 - $170,000. The salary range and OTE reflect the low and high end of the U.S. range Kentik reasonably and generally expects to pay the hired candidate in this role. The actual salary offered may be lower or higher than the stated range depending on various factors, including but not limited to:
- Experience with the skill sets required for success
- Demonstrated competencies and potential
- A geographic market-based approach
In addition to a great career opportunity, Kentik offers stellar benefits for our employees, which include:
- 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
- Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
- Paid family & medical leave
- Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
- 401(k) retirement account
- Home office reimbursement
- Stock options
Note: Benefits are as listed for all US full-time employees. For compensation, international applicants will be treated equitably in relation to the laws applicable within the countries in which we operate.
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.
Kentik is committed to creating an inclusive interview process. If you require a reasonable accommodation during the application or interview process, please reach out to recruiting@kentik.com.
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
Average salary estimate
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At Kentik, we're on the lookout for a dynamic Customer Success Manager who thrives in the fast-paced environment of modern infrastructure. As a Customer Success Manager, you will play a pivotal role in ensuring our customers extract maximum value from their experience with Kentik, the leading network intelligence platform. You’ll develop strong relationships with clients, guiding them through the entire customer journey from onboarding to renewal and growth. With a customer-first mindset, you’ll utilize your emotional intelligence to identify customer needs and turn them into actionable plans that drive their success. You'll collaborate closely with a talented team of Customer Success Engineers and Account Executives to ensure that every customer is fully supported and feels like a respected partner. Your proactive outreach will enable you to become a trusted advisor, and you will have the opportunity to visit key clients to strengthen relationships. This position requires someone who is not just detail-oriented but also possesses excellent communication skills and the ability to balance multiple priorities. We encourage diverse candidates to apply, as we believe that a variety of perspectives enhances our success. Join Kentik and become a crucial part of our growing Customer Success Division, as we redefine how network operations are managed and optimized for some of the world’s top companies.
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