Customer Success Manager

About Kinetic

At Kinetic, we’re redefining operational excellence in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential.

With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of each organisation — helping them thrive in a fast-changing world.

But we’re more than just software. We’re a team of passionate problem‑solvers, innovators, and collaborators who care deeply about our customers and each other. Our culture is built on empowerment, community, and continuous growth. We believe in giving people the tools, support, and freedom to do their best work — and have fun while doing it.

Joining Kinetic means being part of a purpose‑driven business where your ideas matter, your development is supported, and your impact is real. If you’re ready to help shape the future of operational technology in education and events, we’d love to meet you.

• Customer Onboarding & Training:
  Support the project team in onboarding new customers. Deliver remote training sessions—both planned and as needed—to build confidence and ensure adoption.
• Relationship Management:
  Own a portfolio of accounts. Build deep, trusted relationships through regular remote meetings and on‑site visits. Understand their goals and challenges. Be their go‑to advisor and advocate.
• Customer Advocacy:
  Capture and share feedback to shape our product roadmap. You’ll be the voice of the customer inside Kinetic.
• Cross‑Functional Facilitation:
  Collaborate across departments to ensure seamless service delivery. Lead internal discussions to resolve issues and drive improvements.
• Drive Retention:
  Monitor customer health, anticipate risks, and take proactive steps to ensure long‑term satisfaction and loyalty. You’ll carry a Net Promoter Score (NPS) target to measure customer happiness.
• Deliver Back‑to‑Base Sales:
  Own the full sales cycle for expansion opportunities within your accounts—from discovery and proposal to negotiation and close. You’ll carry an individual revenue quota and be accountable for driving growth.
• Travel Strategically:
  Travel when strategically appropriate—approximately 20% of your time.
• Continuous Learning & Adaptation:
  Stay curious. Be ready to jump in, figure things out, and grow with us in a fast‑paced, evolving environment.

• Real experience in student housing, residence life, or campus operations. You’ve lived it, led it, and understand the challenges and triumphs of campus life. This isn’t just a preference—it’s a must.
• 2–5 years in a customer‑facing role, where you’ve built relationships, solved problems, and made people feel heard and supported.
• Demonstrated track record of experience in account growth or sales, with a track record of identifying and closing opportunities.
• A customer‑first mindset and a passion for helping others succeed.
• Excellent communication skills—confident in leading meetings, delivering training, and building rapport.
• Tech‑savvy curiosity. You’re excited by how software can solve real‑world problems and improve campus operations.
• A growth mindset—you’re excited by change, challenge, and opportunity.
• The KxFactor – Adaptability, curiosity, and a collaborative spirit.

We're backed by Constellation Software Inc., one of the largest software groups in the world, offering you access to incredible growth opportunities, shared knowledge, and career pathways. At Kinetic, leadership, community, and student success aren’t just buzzwords—they’re what drive us. This isn’t your average support role—it’s your chance to help launch and shape a rapidly growing operation in a new territory, with lots of room to grow, lead, and make your mark.

• Fully remote – work from anywhere in the US
• Flexible working hours – we focus on outcomes, not clock‑watching
• Competitive salary, negotiable based on experience
• Annual performance bonus – share in the success you help create
• Be authentically you – we value individuality and diverse perspectives

• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan
• Disability insurance
• Wellbeing program plus 2 company‑wide wellbeing days
• 1 paid community / volunteer day per year

• 15 days paid time off, plus company holidays
• Ongoing training and development to support your career growth