Customer Success Manager

Customer Success Manager

As we expand across North America, we're searching for a Customer Success Manager (CSM) who brings firsthand experience in student housing, residence life, or campus operations. This isn't just a "nice to have"it's essential. You've been in the halls, managed the move-ins, solved the late-night lockouts, and supported students through it all. You get our customers because you've lived in their world.

This isn't your average CSM role. You'll support onboarding journeys that feel more like guided adventures, deliver training that inspires confidence, and build relationships that last. You'll help our customers not just use our productsbut love them.

You'll also drive growth! You'll own a sales quota, spotting opportunities to expand our impact and helping campuses get even more value from our solutions. This role is a blend of customer advocacy, consultative sales, and hands-on trainingperfect for someone who thrives on connection, collaboration, and making a real difference.

If you're passionate about student success, excited by innovation, and ready to bring the KxFactorthat spark that turns customers into lifelong fansthen this is your moment.

Key Responsibilities

Support the project team in onboarding new customers. Deliver remote training sessionsboth planned and as neededto build confidence and ensure adoption.

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.

Capture and share feedback to shape our product roadmap. You'll be the voice of the customer inside Kinetic.

Collaborate across departments to ensure seamless service delivery. Lead internal discussions to resolve issues and drive improvements.

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.

Own the full sales cycle for expansion opportunities within your accountsfrom discovery and proposal to negotiation and close. You'll carry an individual revenue quota and be accountable for driving growth.

Travel when strategically appropriateapproximately 20% of your time.

Stay curious. Be ready to jump in, figure things out, and grow with us in a fast-paced, evolving environment.

Skills, Knowledge and Expertise

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 preferenceit's a must.

25 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 skillsconfident 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 mindsetyou're excited by change, challenge, and opportunity.

The KxFactorAdaptability, curiosity, and a collaborative spirit.

Benefits

Salary negotiable depending on experience

Uncapped Commission

Annual Bonus

Medical, Vision and Dental

Wellbeing program

401K

15 Days per year paid time off

About Kinetic

Kinetic was founded in 1998 with one aim : to develop the most innovative software to help university accommodation and conferencing teams deliver the best student and customer experiences possible. Fast forward 25 years, and we are now the technology partner of choice to the worlds' leading universities and colleges. We are ranked #1 on the APUC framework, ITS1051 AP, for student accommodation management, conferencing and events management, hotel management and multifunctional management systems. We supply mission-critical software for over 350 customers, from Stanford University to Monash in Australia... Not to mention over 80% of universities in the UK. Since 2015, Kinetic has been part of the Volaris Group. Volaris help strengthen and grow vertical market software companies so, like Kinetic, they become leaders in their industry.

Our Hiring Process

Stage 1 : Applied

Stage 2 : Review

Stage 3 : Hired

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