Mid-Market CSM

Kenect•Pleasant Grove, AL

2d•Onsite

About The Position

A Mid-Market Customer Success Manager is a strategic and supportive partner for our customers at every stage of the account cycle process. They're focused on building loyalty to ensure long-term client retention by addressing customer issues, scheduling training, presenting tangible ROI throughout the journey, sharing new product information, and maximizing account value through upsells and renewals. Kenect is a leading AI-powered texting and reputation management platform used by 10,000+ dealerships and service businesses across North America. We help companies streamline communication, respond faster, and drive real revenue by converting their main business line into a text-enabled number and unifying messaging, reviews, payments, and customer conversations in one simple platform. What sets Kenect apart from other communication tools is our deep industry expertise and seamless integrations with the systems dealers already use. Teams trust us because our technology is easy to adopt, built for real-world workflows, and delivers measurable improvements in speed, customer satisfaction, and operational efficiency. We’re a fast-growing, mission-driven team building technology that strengthens human connection in a digital-first world and we’re just getting started.

Requirements

2+ years of Customer Success experience in a SaaS or software company.
Driven, self-motivated, enthusiastic and with a “get things done” attitude
Ability to manage a large portfolio of clients with amazing task and time management
A+ organization skills
Experience upselling and expanding a book of business
Experience carrying a retention and upsell monthly quota
Results-driven mentality, with a bias for speed and action

Nice To Haves

Knowledge of Salesforce is a plus

Responsibilities

Own the customer's renewal, usage, and adoption of Kenect product features.
Identify, strategize and execute account expansions, feature upsells and cross-sales
Promote maximum value of the product, identify new opportunities to ensure growth attainment
Develop a comprehensive understanding of common business challenges faced by customers along with their common objectives.
Deliver group and individual user informational and training sessions about Kenect features, industry benchmarking and best practices
Monitor usage, proactively contact clients upon low usage and deliver effective solutions to improve product adoption.
Run, build and maintain regular cadence calls and Executive Business Reviews with key stakeholders
Evaluate and prioritize customer issues and inquiries to better serve the customers and drive effective resolutions.