Platform Success Manager

Kotis Design • , (Multiple States)

2d • Remote

About The Position

The Platform Success Manager (PSM) helps clients succeed with the Kotis platform by leading onboarding and training, troubleshooting technical issues, supporting long-term adoption, and keeping client goals at the center of the relationship. The role translates platform features into clear, useful guidance for audiences ranging from marketers to IT leads and creates training content in formats such as live sessions, videos, guides, and GIFs.

The PSM aligns the platform with customers’ business objectives and tactical plans, analyzes usage and engagement data to identify adoption opportunities, and proactively reaches out to clients with data-informed suggestions. The role also advocates for clients with management by sharing feedback, surfacing feature requests, and identifying churn risks. It supports account health and retention by helping clients make effective use of platform tools and features, while working to make swag ordering seamless and enjoyable.

The position requires an understanding of CRMs, e-commerce platforms, administrative dashboards, and UI/UX sufficient to connect the dots and resolve client issues quickly. Success is measured through client satisfaction and enablement, onboarding speed, platform adoption, client self-sufficiency, feature utilization, proactive outreach, and issue resolution. This is a fully remote role available to candidates in Arizona, California, Colorado, Illinois, Iowa, Kentucky, Michigan, North Carolina, Ohio, Oregon, Texas, Utah, or Washington.

Requirements

• At least 4 years of experience in client enablement, customer training, or technology-focused customer success.
• Ability to explain complex concepts in simple, accessible terms.
• Comfort and expertise working with both C-suite stakeholders and technical backend teams.
• Proven track record handling enterprise-level accounts.
• Analytical mindset focused on client outcomes.
• Experience using CRMs, knowledge centers, and related tools.

Nice To Haves

• Experience with HTML, system integrations, or UX tools.
• A passion for swag.

Responsibilities

• Lead engaging client training sessions during onboarding.
• Translate platform features into clear and useful guidance for audiences ranging from marketers to IT leads.
• Build and maintain training content, including live sessions, videos, guides, and GIFs.
• Keep clients informed about new features, integrations, and enhancements.
• Understand client goals, from business objectives to tactical execution plans, and align the Kotis platform to deliver measurable value.
• Analyze client usage patterns, engagement data, and platform metrics to identify opportunities for adoption and proactive outreach.
• Represent client interests with management by sharing feedback, surfacing feature requests, and identifying churn risks.
• Proactively contact clients through HubSpot with thoughtful, data-informed suggestions for how Kotis can add value.
• Make the client experience seamless, intuitive, and enjoyable, including the swag-ordering experience.
• Encourage effective use of platform tools and features that support efficiency, engagement, account health, and retention.
• Troubleshoot client issues quickly and clearly.
• Use knowledge of CRMs, e-commerce platforms, administrative dashboards, and UI/UX to connect issues and resolve them.
• Look for ways to make the platform experience smoother and more intuitive.

Benefits

• Fully remote work culture.
• Yearly stipend for home office improvements.
• Quarterly meetings with the CEO and founder in smaller group settings, with opportunities to ask questions and offer suggestions.
• Flexible work culture that accommodates personal activities and responsibilities.
• Supplier discounts, holiday gifts, periodic swag kits, and access to the Kotisian store.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed