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About the role
Key responsibilities & impact- Drive account growth and expansion by identifying upsell and cross-sell opportunities across benefits, geographies (UK & Ireland), and use cases.
- Own customer outcomes and retention across a portfolio of SMB and mid-market customers, ensuring they are live, activated, and consistently seeing value from the platform.
- Act as a trusted partner on benefits operations, platform usage, and best practice, working closely with Benefits and CX to proactively manage renewals and reduce churn risk.
- Build and maintain clear account plans that cover goals, risks, health signals, renewal timelines, and expansion opportunities, with accurate forecasting.
- Own account health and escalations, coordinating resolution across Customer Experience, Product, and Benefits while monitoring usage, engagement, and operational complexity.
- Champion the voice of the customer, turning feedback into structured insights that inform product priorities, success metrics, and the future shape of Customer Success at Kota.
Requirements
What you’ll need- Experience managing a book of business in Customer Success, Account Management, or a similar post-sales role.
- Comfort working with SMB and mid-market customers in a fast-moving environment.
- Strong commercial instincts around renewals, expansion, and value articulation.
- Ability to navigate complexity across product, operations, and regulated environments.
- Clear communicator who builds trust with customers and internal teams.
- Highly organised, proactive, and comfortable building structure where none exists yet.
- Bonus points for experience in SaaS, HR tech, fintech, or regulated products, but not required.
Benefits
Comp & perks- Health Insurance via Kota with generous allowance
- Workplace Pension with matched contributions up to 5% via Kota
- WFH stipend to support your home office
- 25 days of Paid Time Off (PTO) - work hard and recharge fully
- Annual company-wide offsite + dedicated team offsite
- Attractive stock options for all employees
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementRenewalsUpsellCross-sellForecastingChurn reductionSaaSHR techFintech
Soft Skills
Clear communicationTrust buildingOrganizational skillsProactivityComplex problem solvingCommercial instinctsCustomer advocacyCollaborationAdaptabilityInsight generation