Associate Client Success Manager

Kinective • Gilbert, AZ

18d

About The Position

The Associate Customer Success Manager supports the Client Success team in delivering a consistent, proactive, and high-quality experience for Kinective Clients. This role helps manage day-to-day Client engagement, adoption activities, reporting, meeting preparation, follow-up, and internal coordination while developing the skills needed to progress into full Customer Success Manager ownership. The Associate CSM works closely with a Team Lead CSM, who provides coaching, prioritization, and oversight for strategic account plans, executive communications, renewals, expansion opportunities, risk mitigation, and complex escalations. The Associate CSM owns assigned execution and follow-through, while escalating issues early rather than independently committing Kinective to material commercial, product, or service decisions. The successful candidate must be Client-oriented, organized, and task-driven, with the ability to communicate clearly, learn software and processes quickly, coordinate across internal teams, and build confidence in Client-facing delivery. Performs related duties as directed.

Requirements

• Client-oriented
• Organized
• Task-driven
• Ability to communicate clearly
• Ability to learn software and processes quickly
• Ability to coordinate across internal teams
• Ability to build confidence in Client-facing delivery

Responsibilities

• Build productive working relationships with assigned Client contacts and learn their business objectives, operating environment, and use of Kinective products.
• Serve as a dependable day-to-day contact for routine questions, follow-up items, and coordination needs within the scope defined by the Team Lead CSM.
• Prepare for Client meetings by gathering status updates, open items, usage information, risks, and relevant Client feedback.
• Participate in Client meetings, business reviews, and adoption discussions as appropriate; document decisions, owners, and next steps.
• Partner with Professional Services and internal stakeholders to support smooth Client onboarding and transition-to-success activities.
• Coordinate training, enablement, product education, and follow-up activities that help Clients adopt Kinective products.
• Maintain assigned sections of Client account plans, success plans, meeting agendas, and QBR materials.
• Collect account data, milestones, stakeholder updates, product usage trends, and open risks for review with the Team Lead CSM.
• Track progress against agreed actions and escalate overdue, blocked, or high-impact items.
• Monitor assigned Client health indicators, usage patterns, support themes, feedback, and outstanding issues.
• Support the preparation and execution of risk or save plans under the direction of the Team Lead CSM.
• Maintain a calm, organized, and service-oriented approach when handling urgent or escalated issues.
• Support renewal preparation by maintaining accurate product, stakeholder, usage, issue, and engagement information.
• Assist the Team Lead CSM and Sales with renewal planning, Client communications, and follow-up activities.
• Identify potential cross-sell or upsell signals and route them to the Team Lead CSM and Sales rather than independently negotiating or promising commercial terms.
• Capture Client feedback, requests, pain points, and recurring themes in a clear and actionable manner.
• Maintain accurate CRM and Client Success records, including contacts, activities, meeting notes, action items, risks, and success milestones.
• Use established templates, playbooks, processes, and reporting tools consistently.
• Contribute to team initiatives, process improvements, and documentation under the guidance of the Team Lead CSM or Client Success leadership.
• Escalate issues that are high-impact, time-sensitive, commercially sensitive, outside established process, or likely to affect Client retention or trust.

Benefits

• Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability)
• Flexible PTO
• 11 company holidays
• Generous parental and caregiver leave
• An immediately vested 401(k) with company contributions
• Wellness resources
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed