Kipsu-posted 3 months ago
Full-time • Entry Level
Minneapolis, MN
11-50 employees
Telecommunications

At Kipsu, we help service professionals Meet the Moment - from partnering with some of the largest hospitality brands in the world to working with clients in the multifamily and healthcare industries. Our best-in-class technology enables organizations around the globe to better serve their customers through streamlined messaging, work order ticketing, data-driven performance metrics, and sentiment analysis. As one of the Twin Cities' leading tech companies, Kipsu has cultivated a reputation for a strong company culture and is consistently recognized by the Star Tribune as a Top Workplace.

  • Build relationships with customers by proactively reaching out to them via phone, email, text, carrier pigeon, or by any means necessary!
  • Drive adoption through individual and group customer webinar trainings. Be a trusted advisor for product and operational solutions to challenges or hurdles.
  • Pull and analyze troves of data to demonstrate value to our customers.
  • Drive ongoing adoption & outcomes: Identify high-impact use cases per property, coach teams on best practices, and ensure measurable ROI (response times, resolution rates, guest satisfaction).
  • Retain & grow accounts: Drive renewals and spot expansion opportunities (new products, additional properties, add-ons).
  • Recognize customers that pose churn risks and proactively work to communicate and mitigate those churn risks.
  • Proactively identify opportunities for improvement and take the initiative to implement solutions without explicit direction; demonstrate a high level of self-motivation and ownership of tasks.
  • Cross-functional coordination: Partner with Support for ticket and bug follow-up, with Product for edge-case feedback and potential product enhancements, and with our Sales team to enable partner expansion efforts.
  • Continuous improvement: Propose repeatable templates (emails, checklists, slide decks) and surface process enhancements that reduce implementation time and increase first-month success.
  • Use Salesforce for source-of-truth reporting and Google Sheets for lightweight analysis to track progress, surface insights, and drive decisions.
  • Operate with schedule flexibility (beyond 9-5) to support global hotel teams, including periodic early/late sessions and limited weekend go-lives.
  • 1-3 years in B2B SaaS customer success, or training, ideally with operational end users; hospitality experience is a plus.
  • Strong project management chops (agenda setting, task management, sequencing, and organization) and comfort juggling multiple property launches.
  • Confident speaker and trainer-clear, empathetic, and comfortable speaking in front of a group.
  • Hands-on with light technical configuration (users/roles, templates, basic integrations).
  • Data-driven mindset: comfortable reading reports (e.g., Salesforce), reading adoption dashboards, and acting on trends.
  • Excellent documentation and communication skills; crisp and polished emails, professional presentations, and reusable checklists.
  • Calm, cool demeanor and a natural affinity for customer service.
  • Clear, concise communication and ability to translate features into plain-language steps and outcomes.
  • Problem-solving & resourcefulness to navigate a complex software solution and help customers do the same - turn ambiguity into action and chaos into order.
  • health insurance
  • dental insurance
  • vision insurance
  • 401K with a company match
  • unlimited/responsible vacation time
  • life insurance
  • flex spending account
  • commuter benefits
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