Manager, Customer Success

Kandji

  • Miami, FL
  • Permanent
  • Full-time
  • 16 days ago
About KandjiKandji is the Apple device management and security platform that empowers secure and productive global work. With Kandji, Apple devices transform themselves into enterprise-ready endpoints, with all the right apps, settings, and security systems in place. Through advanced automation and thoughtful experiences, we're bringing much-needed harmony to the way IT, InfoSec, and Apple device users work today and tomorrow.Some of the smartest money in tech has partnered with Kandji to realize our vision, including Tiger Global, Felicis, Greycroft, First Round Capital, and Okta Ventures. In July 2024, Kandji raised $100 million in capital from General Catalyst, bringing Kandji's valuation to $850 Million.Since Kandji's Series C in 2021, the company has seen a 600%+ increase in annual recurring revenue, and its customer base has grown nearly 4X across 40+ industries. Notable customers include Allbirds, Canva, and Notion, and the company has partnerships with such industry giants as ServiceNow, AWS, and Okta.Kandji was also named to Forbes' Next Billion Dollar Startup List 2023 and recognized as a top venture-backed startup with the potential to reach unicorn status.The OpportunityAs the Manager of Customer Success, you'll be responsible for the success of our customers. As a trusted advisor with deep product knowledge and empathy, you'll understand customers' business objectives and align them with product capabilities. You'll manage a team of Customer Success Managers who will lead end-user training and enablement initiatives, conduct customer onboarding and business reviews, and serve as the voice of the customer in internal meetings. You'll be responsible for making sure your team ensures retention, identifies new business opportunities, and drives high product usage and value across their customer base.We pride ourselves on creating world-class experiences for our customers. Our customers rely on Kandji to ensure their Apple devices are managed and secured properly. We need to ensure that they have a fantastic experience throughout their lifecycle - from onboarding, through business reviews and during contract renewals.This is an onsite position in our Miami (Coral Gables) office Monday - FridayWhat You'll Do
  • You will work closely with the Global Director of Customer Success to support hiring and staffing, organizational planning, as well as developing team members and guiding their professional growth
  • Ensure your team communicates efficiently and effectively with our customers
  • Support your team to use a consultative-like approach to drive ROI, retention, expansion, and high product usage across a portfolio of 100+ customers
  • Guide your team to develop and enact a custom plan for each customer's onboarding, expansion, and renewal goals
  • Lead end-user training, conduct executive business reviews, and proactively monitor and drive product usage to ensure the customer is maximizing value
  • Communicate new use cases and features/functionality that will enhance the customer's workflow and drive organizational product adoption
  • Bring passion for the customer experience and ability to translate customer feedback into product requests
  • Work with other success leaders and cross-functionally with strategic and technical colleagues to accomplish customer goals
  • Provide recommendations on changes and design enhancements to improve processes, customer experience, and performance
  • Effectively coach team members to their fullest potential; mitigate conflict and communication problems and ensure the team is unified on a common goal and strategy.
  • Must be able to work onsite in our Coral Gables office Monday - Friday
What You'll Bring
  • 5+ years of experience leading Customer Success teams in a fast-growing company; direct experience with B2B SaaS products, solutions, or ecosystems preferred
  • 2+ years of customer-facing experience as a CSM or similar
  • Experience managing a team with a book of 20M+
  • Expert in driving results and outcomes while solving complex business problems, both individually and through direct reports
  • Excellent presentation, organizational, and communication skills (both written and verbal)
  • Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software
  • Knowledge of SaaS post-sale support motion
  • Experience working with or supporting Apple devices
Benefits & PerksCompetitive salary100% individual and dependent medical + dental + vision coverage401(K) with a 4% company match20 days PTOFlexibility to work from anywhere for up to 30 days per yearKandji Wellness Week the first week in JulyEquity for full-time employeesLunch stipend provided Monday through FridayUp to 16 weeks of paid leave for new parentsPaid Family and Medical LeaveModern Health mental health benefits for individuals and dependentsFertility benefitsWorking Advantage employee discountsOnsite fitness centerFree parkingExciting opportunities for career growthWe are excited to be serving a significant need for a fast-growing market, and are proud of the high-performing team we have brought together so far. If you're someone who wants to engage in new, exciting projects that will challenge your skills in the best way possible, we would love to connect with you.At Kandji we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.Kandji is proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law.

Kandji