Job Description

Job Summary

ABOUT THIS ROLE

As a Customer Success Manager, you will be responsible for ensuring that Kibo's clients are satisfied with the products and services they receive by becoming an expert in their needs, staying up to date with industry trends, and becoming an expert in demonstrating value added from our platform at a high level. You will be working closely with customers to understand their needs, goals, and pain points in order to develop strategies to remove roadblocks to allow them to achieve success. You will also be responsible for managing relationships with clients and their leadership, and for identifying opportunities for further engagement and growth. Your role will be crucial in allowing clients to get the most value out of their relationship with Kibo.

ABOUT KIBO

Kibo Commerce is a composable digital commerce platform for B2C, D2C and B2B organizations who want to simplify the complexity in their businesses and deliver modern customer experiences.  We are the only modular, modern commerce platform that supports experiences spanning eCommerce, Order Management, and Subscriptions.  Merchants like Zwilling, Ace Hardware, and Jelly Belly trust Kibo to bring simplicity and sophistication to commerce operations and deliver experiences that drive value. 

Kibo’s expertise and cutting-edge innovation has been recognized by Forrester, Gartner, Internet Retailer, and TrustRadius, and was cited as a Strong Performer in The Forrester Wave™: Order Management Systems, Q2 2023, and named a leader in The Forrester Wave™: B2C Commerce Solutions, Q2 2022.

By joining Kibo, you will be part of a team of Kibonauts all over the world in a remote-friendly environment. Whether your job is to build, sell, or support Kibo’s commerce solutions, we tackle challenges together with the approach of trust, growth mindset, and customer obsession. If you’re seeking a unique challenge with amazing growth potential, then come work with us!

WHAT YOU’LL DO

• Manage ongoing client relationships effectively to drive high client retention, loyalty, and satisfaction  
• Engage with client stakeholders to identify, define, track, and measure the overall value realization and impact of Kibo solutions to the organization  
• Own all aspects of the client renewals process, with a focus on high net retention
• Monitor client health and engagement to proactively identify at-risk clients and establish retention and success plans moving forward
• Provide visibility, internal awareness and advocacy regarding client health, drivers of attrition, and needs cross-departmentally 
• Identify and document expansion opportunities 
• Collaborate with sales organization to expand knowledge of client strategic priorities 
• Provide feedback to the Product Team to help improve platform offerings 
• Continually create or refine processes and internal documentation 
• Provide recommendations and deliver business reviews for how to better use product
• Meeting onsite with clients to interface

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