Customer Success Manager

Kami•Utah, UT

About The Position

Kami is a thriving organisation filled to the brim with talented, creative, and passionate people! It’s hard not to love what you do when our leading digital classroom platform offers meaningful solutions to over 70 million users worldwide, empowering students and supporting teachers! You’ll be joining at a pretty magical time. Kami’s user base is growing by the day. With over 170 team members across the world, we couldn’t be prouder of the accomplishments and milestones we’ve achieved to date. Now, this is your chance to join our team and become an integral member of Kami’s growth, while shaping your own future (and having fun doing it)! The Opportunity The Customer Success Manager will be a key driver for customer satisfaction and revenue expansion across the suite of products including Kami , Companion , and Book Creator . This role combines proactive customer management, strategic relationship building, and a strong focus on expansion and cross-selling to ensure customers achieve their desired learning outcomes and consistently renew and expand their subscriptions.

Requirements

At least three years of customer success management or account management experience
Experience working in a high-energy, fast-growing environment
Passion for educating customers and helping them solve problems and achieve their goals
A helpful, consultative approach and the ability to influence
The communication skills to clearly explain the benefits of a solution
Ask great questions to uncover problems faced by your customers’ organization
A self-starter with a track record of success

Nice To Haves

Education experience is a plus

Responsibilities

Serve as the trusted resource for key accounts, acting as their reliable gateway to Kami, Companion, and Book Creator.
Drive adoption, retention, and expansion by understanding customer needs, defining success criteria, and crafting success plans.
Interact with customers worldwide via email, phone calls, video calls, and social media, maintaining a regular communication cadence to monitor account health and deliver student learning outcomes.
Build, manage, and leverage key stakeholder relationships to build awareness across the entire district.
Develop accounts by helping customers grow usage across their institution.
Manage and grow the subscription renewal process, finding creative solutions to overcome objections or issues.
Develop cross-sell opportunities, specifically by cross-selling products within the Kami, Companion, and Book Creator ecosystem, and identifying upsell potential.
Consistently meet agreed targets for subscription renewal and seat expansion.
Strategize with sales, marketing, and product teams throughout the onboarding, nurturing, and renewal Teacher Success journey to achieve mutually beneficial long-term goals.
Anticipate customer needs and adapt strategic plans in accordance with closely monitored metrics to achieve long-term goals and desired outcomes.
Provide feedback to the Kami leadership team to drive continuous process improvement, automate tasks, and enhance the customer experience.
Actively seek to understand change and incorporate new processes and systems quickly and effectively.
Help curate success stories from districts to broaden the products' efficacy resources.
Ensure satisfactory compliance with Customer Management expectations.