Customer Growth Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee standardized and templated onboarding processes for newly signed accounts within designated states.

• Set up customer environments, assist with basic data configuration, and ensure customers can independently manage claims through KidKare.

• Implement onboarding standards, playbooks, and quality expectations; identify and escalate any process gaps or exceptional cases.

• Provide group training sessions and self-service training options.

• Act as the primary point of contact for several hundred small accounts using KidKare.

• Manage retention and renewal outcomes for the portfolio via automated and personalized outreach strategies.

• Track account health metrics and prioritize accounts that are at risk or have high growth potential.

• Conduct discussions regarding renewals and pricing, securing commitments within established guidelines.

• Escalate any pricing exceptions and non-standard terms as necessary.

• Identify and pursue upsell and cross-sell opportunities to meet assigned expansion targets.

• Implement outreach sequences and marketing campaigns.

• Align customer objectives with applicable KidKare products and services.

• Anticipate expansion and retention activities, providing updates on progress to the manager.

• Acquire a solid understanding of CACFP and the operations of sponsoring organizations.

• Record and document account interactions in HubSpot, Monday, Notion, SharePoint, and KidKare CRM/CS tools.

• Leverage AI and automation tools to effectively manage a high-volume portfolio.

• Suggest enhancements to onboarding templates, training materials, and outreach campaigns.

• Collaborate with Support on any technical issues and escalations.

• Communicate product and service improvement suggestions to the Product team.

• Achieve performance goals related to retention, renewals, expansion revenue, onboarding completion, engagement coverage, CRM accuracy, and the adoption of automation/AI tools.

⛳️ Requirements

• Minimum of 2 years’ experience in Customer Success, Account Management, Onboarding, or Inside Sales, ideally within a SaaS context.

• Proven experience managing a substantial number of accounts concurrently, with varying degrees of engagement.

• Familiarity with identifying and pursuing upsell or cross-sell opportunities, with a willingness to meet quota responsibilities.

• Exceptional organizational skills and a track record of adhering to standardized workflows.

• Strong written and verbal communication abilities, capable of tailoring messages for diverse stakeholders.

• Technically adept, with the ability to assist customers who may not be.

• Self-driven, proactive, and comfortable working autonomously.

• Preferred: a proven history of achieving upsell or cross-sell revenue targets.

• Preferred: experience with CACFP, federal benefit programs (SNAP, WIC, Head Start), or USDA guidelines.

• Preferred: experience in onboarding or training customers on software platforms.

• Preferred: familiarity with AI tools for managing customer relationships or workflows at scale.

• Preferred: experience in a scaled, digital, or pooled customer success model.

• Bachelor's degree in Marketing, Business, Communications, or a related field is preferred.

🏝️ Benefits

• 100% remote operation.