Senior Manager, Client Success

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $105k - $125k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Kinective

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1996

🏦 Banking

💳 Fintech

☁️ SaaS

💰 Private Equity Round on 2023-10

Banking • Fintech • SaaS

Kinective is the leading provider of document workflow, branch automation, and digital connectivity software for the banking sector. With the most comprehensive, open, and connected technology ecosystem in banking, Kinective helps financial institutions unlock new services, modernize operations, and elevate client experiences to enhance their competitive edge. Kinective serves more than 3,400 banks and credit unions, giving them the power to accelerate innovation and deliver better banking to the communities they serve.

📋 Description

• Lead, coach, and develop a multi-tier Client Success team of Client Success Managers and a Client Success Team Lead • Set team direction, standards, goals, KPIs, and individualized growth plans • Develop the Team Lead with coaching frameworks, account standards, and operating rhythms • Conduct 1:1s, performance reviews, and real-time coaching • Hire, onboard, and ramp new CSMs and team leads • Own operational execution of the Client Success motion across all client sizes and segments • Run team operating cadences, including renewal pipelines, at-risk accounts, health reviews, escalations, and weekly execution rhythms • Ensure clients progress through onboarding, adoption, and ongoing engagement toward measurable outcomes and return on investment • Handle key escalations and executive conversations • Own product adoption and client health across the portfolio • Monitor health signals, identify risk early, and direct mitigation strategies • Operationalize value demonstration and enablement frameworks into repeatable team plays • Refine playbooks for onboarding, QBRs, value reviews, health checks, and engagement • Lead the team renewal motion, including forecasting, risk visibility, and execution discipline, in partnership with Sales • Surface expansion signals and route them to Sales • Implement and leverage Vitally alongside CRM tooling • Track, analyze, and report team performance metrics, client health trends, and OKR progress • Improve operational processes, data hygiene, standards, and operating cadences • Partner with the Senior Director, Client Experience on strategy, segmentation, value demonstration, adoption, and enablement • Represent client insights to Product, Marketing, and Support • Partner with Sales on handoff, account planning, and expansion strategy • Align Client Success priorities with company-wide revenue, retention, and client health goals

🎯 Requirements

• 6+ years of experience in Client Success, Account Management, or related post-sale roles in a B2B SaaS or technology environment • 3+ years of people management experience • Demonstrated ability to hire, develop, and retain Client Success talent • Experience leading through other leaders is a strong plus • Proven track record of driving product adoption, client health, and net revenue retention across a portfolio • Experience owning a renewal motion and forecasting • Experience leading or operating a segmented or multi-tier Client Success model across different client sizes • Strong operational discipline • Experience building and scaling playbooks, operating cadences, and team standards • Data-driven approach with hands-on proficiency in CRM and CS platforms • Vitally, Salesforce, or Gainsight experience is a plus • Exceptional communication and stakeholder management skills • Ability to engage and influence executive-level clients and internal partners • Ability to translate strategy set with leadership into consistent day-to-day execution • Sponsorship opportunities are not currently offered

🏖️ Benefits

• Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability) • Flexible PTO • 11 company holidays • Generous parental and caregiver leave • An immediately vested 401(k) with company contributions • Wellness resources • Professional development opportunities • Bonuses, commissions, or equity may be available depending on the role