Customer Success Manager, Data Intelligence

Kinective • Golden, CO

5d • $70,000 - $85,000 • Remote

About The Position

Kinective empowers banks and credit unions to shape the future of banking by connecting their systems, making data more useful, and helping teams act on better information. This role is crucial for ensuring customers consistently use the Kinective Data Intelligence platform to make better decisions and take action. The Customer Success Manager will guide customers from implementation to sustained usage, establishing success measures, leading progress meetings, coordinating priorities with Professional Services, and building customer capabilities for value realization. For customers with only Data Intelligence, this role is the primary CSM. For multi-product customers, this role serves as the Data Intelligence overlay, partnering with the primary CSM. This role is ideal for someone who has driven adoption of complex data, analytics, BI, workflow, or SaaS platforms, with banking experience being valuable but the ability to change customer behavior and demonstrate measurable value being more important.

Requirements

• 3+ years of experience in Customer Success, Account Management, Professional Services, Enablement, Solutions Consulting, or a related post-sale role in B2B SaaS or technology.
• Demonstrated experience driving adoption, utilization, or value realization for a data platform, analytics platform, BI product, workflow platform, CRM, ERP, or similarly complex business system.
• Experience working with customers after go-live to establish usage patterns, business outcomes, governance, and continuous improvement.
• Demonstrated ability to lead executive and working-level customer conversations.
• Experience coordinating customer priorities with implementation, consulting, or Professional Services resources.
• Strong written, verbal, presentation, facilitation, and stakeholder-management skills.
• Ability to interpret usage, engagement, project, and health data and turn it into a clear customer action plan.
• Willingness to become deeply fluent in Kinective Data Intelligence, its modules, integrations, use cases, and delivery model.

Nice To Haves

• Experience with a data lakehouse, data warehouse, modern BI, analytics, data activation, workflow automation, or customer data platform.
• Experience with products or ecosystems such as Snowflake, Databricks, Microsoft Fabric, Power BI, Tableau, Looker, Sigma, dbt, Fivetran, Salesforce, Gainsight, Vitally, or comparable platforms.
• Experience building adoption programs, customer academies, office-hours programs, user groups, or role-based enablement.
• Experience working with financial institutions, fintech, regulated industries, or other complex, data-rich B2B environments.
• Experience managing renewals, identifying expansion signals, and partnering with Sales on commercial outcomes.
• Experience operating in a scaling or private-equity-backed SaaS company.
• Bachelor’s degree in Business Administration, Marketing, Information Systems, Data Analytics, or a related field preferred.

Responsibilities

• Build and maintain a measurable adoption and value-realization plan for each assigned Data Intelligence customer.
• Translate customer business priorities into target use cases, users, milestones, owners, and measurable outcomes.
• Establish adoption baselines and monitor usage, engagement, workflow activity, dashboard utilization, recurring reporting, and other available product signals.
• Help customers sequence adoption across Data Intelligence capabilities, including the data lakehouse, Business Intelligence, reporting, dashboards, workflows, predictive analytics, and other applicable modules.
• Identify adoption barriers such as unclear ownership, insufficient training, weak executive sponsorship, data-quality concerns, competing priorities, or limited client capacity.
• Connect product usage to business outcomes such as growth, operational efficiency, member experience, risk management, profitability, or executive visibility.
• Lead a monthly customer meeting that reviews progress from the prior month, confirms adoption and delivery status, identifies risks and decisions, and aligns on priorities for the next month.
• Convert monthly discussions into a clear action plan with owners, dates, dependencies, and customer commitments.
• Coordinate with the Project Manager and Professional Services team to confirm that proposed priorities fit within purchased or approved PS capacity.
• Surface remaining-hours, out-of-scope, sequencing, change-control, or delivery-capacity risks before commitments are made to the customer.
• Keep the monthly cadence forward-looking and action-oriented rather than allowing it to become a status-only meeting.
• Hold office hours, webinars, workshops, and role-based enablement sessions that help customers apply Data Intelligence to real business questions and workflows.
• Develop repeatable enablement plays for common personas, use cases, and adoption barriers.
• Help customers establish internal champions, super-users, data owners, and executive sponsors who can sustain adoption between Kinective interactions.
• Use train-the-trainer approaches when customers have limited internal resources or need to scale knowledge across departments.
• Partner with Product, Professional Services, Support, and internal subject-matter experts to improve documentation, training, and customer-facing resources.
• Serve as a trusted post-sale advisor to both technical stakeholders and business executives.
• Maintain an accurate customer health assessment based on adoption, delivery progress, usage signals, engagement, sentiment, unresolved issues, renewal readiness, and expansion signals.
• Identify risk early and lead coordinated recovery plans when customers are not receiving expected value or are not progressing against agreed milestones.
• Own renewal readiness for Data Intelligence-only customers and provide the Data Intelligence perspective for multi-product customers.
• Prepare and lead value reviews, business reviews, and executive conversations that demonstrate progress, outcomes, open decisions, and the next phase of the customer roadmap.
• Partner closely with Data Intelligence Project Managers and Professional Services leads to maintain a shared view of delivery status, adoption priorities, dependencies, remaining hours, and customer commitments.
• Partner with Sales on handoff quality, account planning, renewal readiness, and expansion strategy.
• Work with Support and Product to route issues, close communication loops, and distinguish product defects from configuration, training, data, or process gaps.
• Surface qualified expansion opportunities, including additional modules, integrations, workflows, analytics use cases, users, or Professional Services capacity.
• Bring customer insights into internal prioritization without overpromising unapproved scope, hours, pricing, or roadmap commitments.
• Help mature Kinective’s Data Intelligence customer-success playbook, health model, adoption metrics, and value-review standards.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level