Job Description
Description Lead the Way to Intelligent Banking with Us! You might not think about what happens behind the scenes when you check your bank balance or deposit a check from your phone, but we do. Every day. Kinective empowers banks and credit unions to move beyond keeping up with technology to shaping the future of banking. Our platform seamlessly connects the right tools, delivers real-time data, and drives smarter operations for more than 4,000 financial institutions nationwide. We are a fast-growing team built on individual ownership, company-wide collaboration, and setting industry-leading standards. Here, new ideas are encouraged, candid feedback is welcomed, and your growth truly matters as much as the company’s. At Kinective, we are leading the way to intelligent banking together and enjoying the journey along the way. Why This Role Matters Why This Role Matters Every role at Kinective exists to move the needle for our clients, partners, and the financial institutions we serve. As the Manager, Client Success, you will lead our Enterprise Client Success team — driving the strategies, processes, and culture that turn customers into long-term partners of Kinective. You will own the full post-sale customer lifecycle and build the CS function from the ground up: designing scalable playbooks, developing a high-performing team of CSMs, and partnering closely with Sales, Product, and Marketing to ensure our customers consistently realize measurable value. This is a hands-on leadership role that blends strategic vision with day-to-day execution — and your fingerprints will be on the outcomes that matter most. Requirements What You'll Own Team Leadership & Development Lead, coach, and develop a team of Client Success Managers (CSMs), setting clear goals, KPIs, and individualized growth plans that build both capability and career momentum Conduct regular 1:1s, performance reviews, and real-time coaching that drive accountability and keep the team engaged and growing Hire, onboard, and ramp new CSMs as the team scales; operate as a player-coach in the near term, directly managing a portfolio of high-value or complex accounts alongside team oversight Customer Lifecycle & Value Realization Own the end-to-end customer journey — from onboarding and adoption through renewal and expansion — ensuring every customer achieves measurable outcomes and a clear return on their investment in Kinective Design and continuously refine CS playbooks for onboarding, QBRs, health checks, and renewal motions that can scale as the team grows Engage directly with key and at-risk accounts, leading escalation responses and executive conversations that protect and deepen relationships Retention & Revenue Growth Own renewal conversations and negotiations, protecting net revenue retention and extending customer relationships — with the commercial acumen to navigate without a dedicated renewals team Proactively identify risk signals through customer health data and implement mitigation strategies before churn becomes a threat Surface and prioritize expansion opportunities, partnering with Sales to drive upsell and cross-sell motions that grow revenue within your book of business Operational Rigor & Insights Implement and leverage Vitally (our CS platform) alongside CRM tooling to maintain accurate health scores, activity data, and renewal forecasting Track, analyze, and report on team performance metrics, customer health trends, CSQL revenue, and OKR progress — translating data into decisions, not just dashboards Build a culture of operational discipline and continuous improvement, identifying where processes break down and iterating quickly to fix them Cross-Functional Partnership Serve as the voice of the customer internally, channeling insights and feedback to Product, Marketing, and Support to influence the roadmap and improve the overall customer experience Partner with Sales on handoff, expansion strategy, and account planning to ensure a seamless experience from pre- to post-sale Align CS priorities with company-wide goals, contributing to shared revenue, retention, and customer health targets across the organization How We’ll Measure Success Success here isn’t about checking boxes — it’s about propelling Kinective’s mission to lead the way to intelligent banking. You must bring excellence to your craft, balance resourcefulness with respect, share and celebrate unique expertise and diverse perspectives, and continuously raise the bar as we innovate and grow. Specifically, you will know you’re winning when you are: Building and