Role Description A Mid-Market Customer Success Manager is a strategic and supportive partner for our customers at every stage of the account cycle process. They're focused on building loyalty to ensure long-term client retention by addressing customer issues, scheduling training, presenting tangible ROI throughout the journey, sharing new product information, and maximizing account value through upsells and renewals. - Own the customer's renewal, usage, and adoption of Kenect product features. - Identify, strategize and execute account expansions, feature upsells and cross-sales. - Promote maximum value of the product, identify new opportunities to ensure growth attainment. - Develop a comprehensive understanding of common business challenges faced by customers along with their common objectives. - Deliver group and individual user informational and training sessions about Kenect features, industry benchmarking and best practices. - Monitor usage, proactively contact clients upon low usage and deliver effective solutions to improve product adoption. - Run, build and maintain regular cadence calls and Executive Business Reviews with key stakeholders. - Evaluate and prioritize customer issues and inquiries to better serve the customers and drive effective resolutions. Qualifications - 2+ years of Customer Success experience in a SaaS or software company. - Driven, self-motivated, enthusiastic and with a “get things done” attitude. - Ability to manage a large portfolio of clients with amazing task and time management. - A+ organization skills. - Experience upselling and expanding a book of business. - Experience carrying a retention and upsell monthly quota. - Results-driven mentality, with a bias for speed and action. - Knowledge of Salesforce is a plus. Benefits - Health, Dental, Vision, Life & Disability Insurance. - Your birthday is a paid day off. - Onsite gym. - Breakroom full of snacks and drinks. - Convenient location next to freeway entrance/exit. Company Description Kenect is a leading AI-powered texting and reputation management platform used by 10,000+ dealerships and service businesses across North America. We help companies streamline communication, respond faster, and drive real revenue by converting their main business line into a text-enabled number and unifying messaging, reviews, payments, and customer conversations in one simple platform. What sets Kenect apart from other communication tools is our deep industry expertise and seamless integrations with the systems dealers already use. Teams trust us because our technology is easy to adopt, built for real-world workflows, and delivers measurable improvements in speed, customer satisfaction, and operational efficiency. We're a fast-growing, mission-driven team building technology that strengthens human connection in a digital-first world and we're just getting started.

• Own the conversion funnel for end-customer communication journeys across WhatsApp, SMS and email, from first touch after lead capture through to post-order engagement. • Design, build and ship A/B and multivariate tests on copy, timing, cadence, channel mix, personalisation, CTAs and journey structure. Ship tests weekly, not quarterly. • Analyse performance at every step of the funnel. Identify the biggest drop-off points, form hypotheses, and prioritise the experiments that will move the metric most. • Build a testing roadmap per OEM client and per vehicle segment, balancing quick wins with bigger structural bets. • Write and edit messaging copy that converts. You'll partner with brand and creative where needed, but you should be comfortable drafting strong WhatsApp, SMS and email copy yourself. • Develop best-practice playbooks for journey design (welcome flows, nurture, reminder sequences, re-engagement, post-test-drive follow-up) that we can roll out across our OEM clients. • Partner with product and engineering to feed learnings back into the Convert roadmap, influencing what we build next. • Report results clearly to internal stakeholders and OEM clients, with crisp narratives around what we tested, what we learned, and what's next. • Stay close to deliverability and compliance across each channel (GDPR, opt-in handling, WhatsApp Business policy, SMS sender ID rules) so our experiments ship without surprises.

• Master Complex Escalations • Technical Interpretation & Translation • Rigorous Project Management • Strategic Advisory • Change Leadership

• Recruit, develop, and lead the Customer Success Manager team, setting clear performance standards and owning the team's results against them. • Run the Customer Success operating cadence, including team huddles, the deep dive and escalation sync, and weekly one-on-ones with each Customer Success Manager. • Coach the team on account strategy, de-escalation, and provider conversations, and build the playbooks, templates, and standards the team runs on. • Manage book allocation and workload across the team so coverage stays balanced and no account goes unattended. • Own the green, yellow, and red health standard across the Nsight book and hold the team accountable to keeping accounts green, including a direct line to every decision maker. • Own the retention number for the book, driving cancellation prevention through the team and stepping in personally on the accounts where the stakes are highest. • Serve as the senior escalation point above the front line, personally engaging providers with clinical and commercial credibility on the highest-stakes accounts. • Help shape the Customer Success reporting and dashboards in HubSpot and the green, yellow, and red account status definitions.