Customer Success Associate

About Kilnpeak Learning:

Instructional designers, video editors and subject matter experts work together on each course. Clients use our authoring tool to build SCORM courses without writing code.

What this job is:

This is a new role. The team has doubled in size over the past year. Success in this role is measured on gross retention, product adoption and account health scores. You will be the customer's main contact after the sale and their voice inside Kilnpeak Learning. Fully remote, but we prefer candidates within a few hours of Eastern time.

What you'll work on:

• Flag expansion opportunities to the account executive or account manager
• Run quarterly business reviews with customer stakeholders
• Recruit happy customers for references and case studies
• Document every customer touch in Salesforce
• Build success plans with measurable goals for each account
• Lead kickoff calls and onboarding plans with new customers

What we're looking for:

• 1+ years in customer success, account management or implementation at a SaaS company
• Able to learn a technical product and explain it in plain terms
• Calm under pressure when a customer is angry
• Working knowledge of Salesforce
• Experience managing renewals or retention targets

Perks and benefits:

• Health, dental and vision coverage starting on day one
• 401(k) with company match
• Three weeks of PTO to start
• Professional development budget

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kilnpeak Learning.