Kit (formerly ConvertKit)

Customer Success Manager

Kit (formerly ConvertKit)

full-time

Posted on:

Location Type: Remote

Location: Anywhere in the World

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Salary

💰 $126,000 per year

About the role

  • Drive expansion revenue through Pro plan adoption and email list growth strategies
  • Revenue retained through effective churn prevention and save motions
  • Conversion of creators from monthly to annual plans
  • Contribution to Net Revenue Retention (NRR) across pooled accounts
  • Deeply understand Kit’s creator segments, pricing, and expansion paths (Free → Creator → Pro). Analyze existing expansion data and past initiatives to identify early patterns. Learn how pooled accounts are currently supported and where gaps exist. Begin engaging directly with pooled creators through scaled touch points.
  • Design and test multiple scaled expansion plays (e.g. campaigns, in-product prompts, webinars, targeted outreach, education programs). Own expansion performance for the pooled segment, tracking conversion and revenue impact. Partner with Marketing and CX to operationalize successful expansion motions. Clearly document learnings, playbooks, and best practices. Influence roadmap or messaging improvements based on creator feedback. Own proactive, scaled outreach for pooled creators to drive engagement, retention, and readiness for expansion. Help creators improve email strategy, automation usage, and monetization workflows through lightweight guidance, education, and campaigns. Identify churn and disengagement signals, design scalable save motions, and partner with Customer Experience to address systemic retention risks at scale
  • Establish a proven, repeatable expansion engine for pooled creators. Scale successful expansion strategies across the broader customer base. Become a subject-matter expert on what drives creator monetization growth inside Kit. Directly contribute to Net Revenue Retention and Pro plan growth goals. Elevate CGM as a strategic growth partner across the company

Requirements

  • 4+ years in Customer Success, Account Management, Growth, or Lifecycle at a SaaS company, with ownership of retention and/or expansion outcomes.
  • Scaled/pool ownership: Experience supporting hundreds–thousands of customers via programs, campaigns, and systems (not primarily through 1:1 relationship management).
  • Driving customer outcomes: Proven track-record of helping customers drive sustained product adoption, customer satisfaction, and overall customer health.
  • Revenue ownership: Experience moving a revenue metric (expansion, upgrades, conversion, renewals, NRR/GRR) with clear attribution to your work.
  • 0→1 motion building: Experience creating a new playbook/program from scratch, iterating based on results, and scaling what worked.
  • Partnering across teams: Experience collaborating with Marketing, Product/Growth, and/or CX Ops to operationalize a motion and keep it running.
  • Bonus: Experience serving creators, SMBs, or a self-serve audience where value must be demonstrated quickly and clearly to drive upgrades.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementgrowth strategieslifecycle managementretention metricsexpansion metricsrevenue attributionplaybook developmentcampaign designdata analysis
Soft Skills
collaborationcommunicationinfluenceproblem-solvingcustomer engagementstrategic thinkingadaptabilityleadershipeducationcustomer satisfaction