Senior Customer Success Manager, Kairos Aerospace

• A successful candidate will have experience in account management, with a proven record of increasing revenue through current customer growth
• Past experience as a CS or AM scaling enterprise business
• At least 3+ years of customer client-facing experience with an existing book of business with defined revenue goals
• High-growth SaaS experience- in a start-up environment a must
• Strong background in a CS or AM that built accounts and kept a gross retention of 90+% and net retention 120+%
• Excellent communication and relationship skills. This job is first and foremost about supporting customers- this demands a high EQ with the humble but strategic advisor blend
• Strong data reporting skill with Google Suite and MS Excel and PowerPoint

Desirable

• The Customer Success team touches every piece of the customer experience, from new business interactions to renewals, connecting the dots from contracting through product delivery and beyond
• As Kairos continues to build new products and offerings for our oil and gas customers, we also have a need for experienced Customer Success professionals to continue our journey of understanding where we currently are with our customers, where we need to be, and helping implement strategies to solidify and expand our partnerships
• This is not an outbound sales position; you will be responsible for implementing the strategic development of renewals and upsells for Kairos’ existing customers
• Prepared to form relationships from top to bottom with our existing customers and especially to find ways to move us up in the customer organization
• Ou will help reshape the way Kairos consults with our customers, ultimately paving the way to become trusted partners and advisors for our customers
• You have seen what a world-class customer renewal process looks like and are ready to dig in and get your hands dirty, working with our sales and your CSM colleagues to first understand our current account management process, our customers’ methane reduction and business needs, and how Kairos’ product offerings weave the two together
• A successful candidate will work side-by-side with our Sales and your CSM colleagues to do the work first: running customer report QA for methane detection accuracy and working with our Data Analysis team to resolve any errors and/or make any adjustments after customer feedback
• Providing exceptional quality reports for our customers is one of the many ways in which we maintain our reputation as methane program thought leaders who care deeply about customer success in their methane reduction programs