Customer Success Manager

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🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Kofile

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

💼 Consulting

🏛️ Government

📋 Compliance

Consulting • Government • Compliance

Kofile is a specialized records management company that provides innovative solutions for critical records management, preservation, digitization, and public access. Trusted by over 3,000 government organizations, Kofile helps public officials efficiently manage their records to ensure protection and transparency. With a combination of modern technology and traditional techniques, Kofile supports institutions in digitizing and preserving historical documents, allowing them to serve constituents better and maintain community pride.

📋 Description

• Own the customer journey from implementation through ongoing adoption • Support onboarding activities to accelerate time-to-value • Develop customer success plans aligned to customer business goals and desired outcomes • Deliver customer enablement, training, and adoption programs • Monitor platform utilization, engagement, and adoption trends • Drive adoption of new Kleio capabilities, AI features, and platform releases • Build executive-level relationships with customer stakeholders • Conduct Quarterly Business Reviews and success reviews • Monitor customer health scores and renewal readiness • Identify adoption risks and execute mitigation plans • Manage escalations and coordinate resolution across internal teams • Drive customer satisfaction and long-term retention • Identify opportunities to expand Kleio usage across departments, users, and business units • Partner with Sales teams on account growth strategies • Support cross-sell and upsell initiatives • Develop account expansion recommendations based on customer needs and usage patterns • Help customers quantify and communicate business value achieved through Kleio • Demonstrate operational efficiencies and productivity improvements • Drive adoption of AI-powered search and interaction • Promote best practices for AI-enabled information management and knowledge discovery • Ensure customers recognize measurable outcomes tied to their investment • Collect customer feedback and communicate insights to Product Management • Identify opportunities for customer references, testimonials, and case studies • Support customer advisory programs and roadmap discussions • Advocate for customer needs and priorities across the organization • Contribute strategic input that informs future product direction

🎯 Requirements

• 5+ years of experience in Customer Success, SaaS Account Management, Professional Services, Consulting, or related experience • Proven success managing enterprise customer relationships • Demonstrated experience driving software adoption, renewals, and account expansion • Experience conducting executive business reviews and strategic customer conversations • Familiarity with SaaS subscription business models and recurring revenue metrics • Exceptional relationship-building and communication skills • Strong executive presentation and storytelling abilities • Strategic thinking and consultative problem-solving • Data-driven decision-making using usage and customer health metrics • Ability to manage multiple accounts and priorities simultaneously • Experience working cross-functionally across Sales, Product, Engineering, and Support • Experience with AI-powered software platforms preferred • Experience with AWS Cloud Services and Amazon Bedrock Suite highly desirable • Experience in GovTech, records management, archives, libraries, museums, or information management solutions preferred • Familiarity with enterprise search, metadata management, content services, or document intelligence platforms preferred • Experience supporting public sector and regulated industry customers preferred • Understanding of digital transformation and SaaS adoption programs preferred

🏖️ Benefits

• Leadership and career development opportunities • Low cost insurance (medical, dental, vision, life & disability) • 401(k) plan with company matching • Paid holidays • PTO • Paid maternity & paternity leave • Educational assistance • Business casual environment