Overview

At Kentik, we want to take great care of our Customers and ensure that they get the most value out of their relationship with us. Kentik recognizes the value of building and expanding lasting customer relationships.

The Customer Success Manager maintains ownership of the entire Customer experience from the initial turn-up after an opportunity closes, to managing ongoing Customer relations, tracking Product adoption, Customer Satisfaction, Net Promoter score, renewals as well as identify up-sell opportunities with their accounts.

We’re looking for highly motivated Customer Success Manager to join our growing Customer Success Team.

Responsibilities:

  • Primary point of contact (post sale)
  • Maintain and grow revenue for existing accounts, overseeing the account post-sales cycle and delivering a strong Customer Experience
  • Build a relationship with the Customer which can be leveraged for use case studies as well as reference calls with future prospects
  • Set up training for existing clients
  • Establish a trusted advisor relationship that works to ensure Customer’s overall satisfaction with our products and processes
  • Keep Customers informed of Kentik process and procedural changes
  • Develop and build strong relationships with Sales, Operations and other cross functional teams for smooth client coverage
  • Use Salesforce CRM to track Customer engagements and maintain records
  • Responsible for renewals and upsell opportunities
  • Set up meetings with Customers to review service periodically and check on the health of Customer. Always staying in touch with Customers throughout the entire contract
  • Gather feedback and service feature requests to send to Product Management & Engineering
  • Drive weekly Customer outreach to make sure that Customers are using the service and features.
  • Periodically help identify and work on projects that enhance the Customer Success workflow and benefit the Kentik Customer Success team as well as the customer base
  • Prioritize and drive resolution on escalated Customer issues.
  • Provide accurate and timely weekly updates to the Head of Customer Success and tracking all client issues to resolutions

Qualifications:

  • At least 3 years of Customer Account Management experience
  • Bachelor’s degree or relevant work experience
  • Experience with Gainsight or similar Customer Success Tooling a strong plus
  • Revenue recognition experience in a SaaS business a strong plus
  • Prior experience with an early-stage, hyper growth Startup
  • Strong interpersonal skills, must be able to speak freely and confidently with Customers
  • Able to represent Kentik at Conferences that are related to our industry
  • Willingness to occasionally travel to Customer sites as needed
  • Strong work ethic and “get it done” attitude

About Kentik

Kentik is a dynamic San Francisco-based startup with a comprehensive SaaS solution to the challenges of large-scale network operations.

Kentik processes tens of billions of data records per day, equipping service providers, web enterprises and network operations teams with actionable, usable insights that enable making quick, cost-effective decisions.

The company was founded by network and big data technologists and executives from companies like Akamai, CloudFlare, YouTube, and Netflix, who have decades of experience in operations, architecture, and distributed systems.

Kentik is backed by August Capital Management, First Round Capital, Data Collective, Webb Investment Network, Tahoma Ventures, and Engineering Capital, plus a roster of angel investors including SV Angel and infrastructure industry founders, executives, and luminaries from Google, Facebook, Rackspace, SoftLayer, Akamai, Salesforce, and Netflix. Kentik is headquartered in San Francisco, California. Visit: www.kentik.com