Associate Customer Success Manager, Scale

Kaleidoscope Group PBC•Minneapolis, MN

30d•$50,000 - $55,000•Hybrid

About The Position

Kaleidoscope is seeking an Associate Customer Success Manager, Scale to join their team. This role is for a problem-solver and relationship builder who thrives in fast-paced, technical troubleshooting, and customer support environments. The ideal candidate will have startup adaptability, customer empathy, and a balance of efficiency and genuine care. Kaleidoscope is re-imagining the role of technology in the scholarship space, providing tools, services, and support for organizations to launch and operate scholarship programs. They were recognized as the best scholarship management software and a top 50 EdTech software on G2 in 2025. The company is mission-driven, focused on eliminating financial barriers to advancement.

Requirements

Experience with support platforms a plus (Intercom, Zendesk, or similar ticketing/live chat systems) or demonstrated ability to quickly learn support tools
Strong technical troubleshooting skills with ability to solve problems independently
Excellent written and verbal communication skills
Ability to prioritize effectively when managing multiple support requests
Ability to work in a fast-paced startup environment with evolving priorities
Comfort using AI tools to draft, summarize, and triage support communications, with sound judgment to review and edit AI-generated content for accuracy and tone before it reaches a customer
Comfort holding commercial conversations with customers — discussing renewal timing, budget, and the value delivered to date
Proficiency with Microsoft Office Suite
Ability to pass a background check
Authorized to work in the US for any employer

Nice To Haves

2+ years of customer support or customer success experience in a software or tech environment
Bachelor's degree or higher
Experience with Salesforce or similar CRM platforms
Experience with AI-powered support or customer success tools (e.g., AI-assisted ticket triage, suggested responses, health scoring)
Experience with scholarship, grant management, nonprofit technology, or education sector software
Experience building or contributing to knowledge bases or support documentation
Startup or scale-up experience in a high-growth environment

Responsibilities

Triage and resolve support requests through Intercom with rapid response times and high-quality resolutions
Handle technical troubleshooting, process questions, and general platform questions independently
Maintain detailed ticket documentation to ensure context and continuity
Escalate appropriately to Product, Engineering, or other teams when issues fall outside support scope
Provide proactive, empathetic communication about issue status and resolution timelines
Use AI-generated ticket summaries and suggested responses as a starting point, editing and contextualizing every reply before it reaches a customer
Contribute to knowledge base by identifying common questions and writing help articles
Build inline product walkthroughs and contextual help to reduce support volume
Test and improve AI-assisted support responses, identifying gaps and opportunities
Surface product patterns and feature requests to the Product team
Use recurring ticket patterns to build self-service fixes (help articles, in-app guidance, AI chat assistant guidance) instead of answering the same question repeatedly
Manage Customer Journey Lifecycle with leading technology tools
Monitor customer health through ticket patterns and engagement metrics
Communicate proactively with Account Managers about account health and escalations
Collaborate with internal teams on customer issues and product improvements
Track whether assigned customers are becoming self-sufficient over time (declining repeat contacts, growing self-service usage, positive customer feedback) as the real measure of success, not just tickets closed
Own and manage renewal and expansion conversations directly with customers, looping in Account Managers for complex commercial terms and contracting
Own renewal and expansion outcomes for your assigned portfolio, measured against NRR and GRR targets
Understand each customer's budget cycle, procurement process, and approval chain for renewals and expansions
Time commercial conversations effectively — knowing when to shift from a support or trusted-advisor conversation to a commercial one
Build simple business cases for continued or expanded investment, grounded in the customer's own usage, goals, and success metrics
Navigate the distinction between the day-to-day user, the internal champion, and the economic buyer, engaging each with the right conversation at the right time
Meet performance targets for response time, resolution time, customer satisfaction, customer self-sufficiency, and portfolio-level NRR/GRR
Collaborate with teammates to share best practices and process improvements
Serve as a culture champion of Kaleidoscope, working in accordance with company policies and values
Maintain reliable attendance and perform other duties as assigned