KickUp

Customer Success Manager

• Build and maintain executive relationships with superintendents, chief academic officers, HR directors, and other district leaders
• Develop account plans that align KickUp's capabilities with district strategic priorities and outcomes
• Lead quarterly engagement opportunities that demonstrate ROI, surface insights from data, and co-create action plans for continuous improvement
• Serve as a trusted advisor on professional growth strategy, helping leaders leverage KickUp data to inform district-wide decisions
• Conduct regular on-site visits with district partners to strengthen executive relationships, support strategic initiatives, and drive successful outcomes
• Own renewal and expansion revenue targets for your portfolio
• Proactively monitor account health, identify risk signals, and implement mitigation strategies
• Identify and develop expansion opportunities across modules, use cases, and user populations
• Partner with Account Executives to navigate complex procurement processes and close expansion deals
• Develop and execute multi-year growth strategies with strategic accounts
• Design and execute success plans tailored to each district's goals, timeline, and stakeholders
• Coordinate with Data Integration, Training & Enablement, and Support specialists to ensure seamless client experience
• Establish communication cadence and engagement strategy with key stakeholders
• Lead onboarding kickoffs and ensure smooth handoffs between implementation and ongoing success phases
• Synthesize customer feedback and insights to inform product roadmap priorities
• Collaborate with Product and Engineering teams to advocate for customer needs and validate solutions
• Partner with Marketing to develop case studies, testimonials, and reference opportunities
• Share best practices and strategic insights across the CS team to elevate collective customer knowledge
• Maintain accurate forecasting for renewals and expansion
• Track and report on customer health metrics, engagement trends, and portfolio performance
• Conduct win/loss analysis to continuously improve retention and expansion strategies
• Meet or exceed quarterly and annual revenue targets

Client Success Manager

• Serve as the primary owner of all inbound customer support through Intercom across all account tiers
• Respond to product questions, troubleshoot issues, and direct users to relevant help articles and resources
• Manage and continuously improve our Intercom Fin AI agent — maintaining help content, refining conversation flows, and identifying gaps in self-service coverage
• Analyze support ticket trends and surface patterns to the broader CS team to inform proactive improvements
• Maintain an accurate, high-quality customer knowledge base and Help Center in partnership with the Training & Enablement Specialist
• Own adoption-phase engagement for a cohort of Lite Touch district accounts from day one
• Share data screencasts, usage reports, and scaled communications to drive early product adoption
• Execute mass outreach campaigns (email, Intercom) to keep Lite Touch districts informed and engaged throughout the year
• Grow into facilitating Partnership Reviews and supporting renewal conversations for your Lite Touch accounts over time
• Collaborate with Client Success Managers, the Data & Configuration Manager, and the Training & Enablement Specialist to deliver a seamless customer experience
• Escalate complex issues appropriately and close the loop with customers on resolution
• Engage with Product and Engineering teams to share feedback surfaced through support volume and trends

Client Success Manager

Client Success Specialist