Senior Customer Success Manager

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Kit (formerly ConvertKit)

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🤝 B2B

🛍️ eCommerce

☁️ SaaS

💰 Seed Round on 2020-11

B2B • eCommerce • SaaS

Kit (formerly ConvertKit) is the email-first operating system designed specifically for creators who want to build a valuable and purposeful business. It provides tools for managing email marketing, automating customer journeys, and integrating with other platforms, enabling users like authors, bloggers, and YouTubers to engage deeply with their audience and efficiently run their businesses. Kit focuses on fostering relationships and enhancing the impact of creators’ work beyond just monetary gains by offering features like personalized content recommendations, landing pages, and sales automation.

📋 Description

• First Week: Dive into our core systems, including Kit’s platform, internal success workflows, and reporting tools. Take part in Get To Know You’s (GTKYs) to meet our distributed team and build foundational context on our company culture and creator community. • First Month: Begin shadowing customer calls and reviewing creator portfolios to understand our customer segmentation, goals, and success benchmarks. Start managing a small group of creators to get hands-on with Kit’s success methodology and internal playbooks. While you won’t own a renewal and expansion quota from Day One, you will be expected to influence revenue through retaining and expanding customers. As a team, we’re in the process of implementing team and individual renewal and expansion targets, and are eager to run tests, measure the impact, and scale what works. Look for moments to go beyond the standard playbook — a well-timed check-in, a personal touch, something that makes a creator feel genuinely seen rather than managed. • First Six Months: Own a portfolio of 50-75 high-value (~$1m ARR) creator accounts, delivering proactive, strategic guidance and implement strategic initiatives and tests that drive measurable business outcomes, like retention and expansion. Establish strong relationships with creators and their teams built on trust and credibility. Collaborate cross-functionally to ensure creator needs are surfaced internally, and partner with Product, Marketing, and Support to improve the creator experience. Drive feature adoption and increase customer engagement. Build deep fluency in high performing strategies, market trends and insights, and Kit's product roadmap and capabilities so you can proactively recommend the right playbooks and features for each creator, not just react to their questions. • First Year: Become a strategic pillar on the Creator Growth team. Develop account plans and success strategies that support scalable growth across your portfolio, to un-owned accounts, all the way through Product and Lifecycle Marketing efforts. Identify patterns in creator needs, surface insights to the broader team, and contribute to evolving our customer success framework as we scale. Be a go-to product expert on the team, someone Product, Support and Marketing loop in when they want to know how a feature actually lands with creators in the field.

🎯 Requirements

• 4+ years in a Customer Success, Account Management, or Creator Partnerships role • Supporting or working with creators, digital entrepreneurs, or B2C SMBs • Managing a portfolio of high-value customers with quantifiable impact • Collaborating cross-functionally with product, support, and marketing • Leading customer strategy across onboarding, success planning, renewals, risk mitigation, and expansion • Operating in a fast-paced startup or rapidly scaling SaaS environment

🏖️ Benefits

• Profit Sharing • Kit equity • 401k with a 5% match • We cover up to $2,100 per month toward medical premiums, with dental and vision premiums fully covered. We offer Health Insurance plans through Aetna • $2,000 equipment allowance for your first two years, $1,000 budget every following two years. Company-provided laptops are issued to every Kit team member and are not included in the equipment budget • Individual learning + development budget ($3,500/year) • Gender affirming benefits • Childcare benefit up to $3,000 annually through JOON • Twenty (20) days of paid time off during each year of employment • Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where you’re fully unplugged from work • Ten (10) paid holidays a year • Two weeks of paid sick time each year, including mental health + well being days • Twelve (12) weeks paid parental leave and flexible scheduling in your child’s first year • Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in your first six months • Winter Break Closure: Kit closes for a week at the end of December, giving everyone a collective break to enjoy the holiday season. Essential support services remain available, with teams coordinating to ensure coverage during this period • Four-week, paid sabbatical after five years with the team • Fantastic in-person or virtual retreats with the team twice a year