Kentik
SaaS
CustomerSuccessManager-USEST
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Success Manager - US EST at Kentik. Skills: Customer Success Management, Account Management, Customer Advocacy. Identify and foster key customer champions. Support customers through the Kentik Customer Journey”
What You'll Achieve.
Ensure customers have an optimal experience; Achieve customer desired outcomes; Customer's long-term health and success; Managing renewals; Identifying expansion opportunities; Identifying upsell opportunities
Industry & Context.
Based on the East Coast, Willing to work EST hours, Travel up to 25% of the time
What They're Looking For.
Must Have
5+ years of Customer Success Management / Account Management experience, Candidate must be based on the East Coast and willing to work EST hours, High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (Catalyst. io, Pendo, Looker, etc.), Clear communication abilities, and choosing the right mode of communication naturally (email, phone, messaging, etc.), Ability to speak with authority and lead customer meetings to favorable outcomes, Previous SaaS experience required, Emotional intelligence, ability to pick up interpersonal, unspoken communication and leverage these to drive better outcomes, A “get it done” mindset
Nice to Have
Revenue recognition experience in a SaaS framework is a plus
What You'll Do.
Identify and foster key customer champions
Support customers through the Kentik Customer Journey
Establish and maintain rapport with assigned accounts
Identify and call out account risks
Capture key customer needs
Translate customer needs to internal tasks
Execute on customer needs
How You'll Work.
Team & Collaboration
Work closely with Post-Sales Engineers; Work closely with Account Executives; Work closely with Product Management; Work closely with Sales Engineers; Work closely with Kentik Leadership; Ability to work in a customer-first, team collaborative setting; Support other team members; Share what is working; Share what could be improved
Communication Scope
Clear communication abilities; Choosing the right mode of communication naturally (email, phone, messaging, etc.); Ability to speak with authority; Lead customer meetings to favorable outcomes
Full Job Description
Who we are Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, we demystify complex network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer, Kentik is the real-time source of truth that understands every network in context — from data center to cloud to the internet. This single platform unifies and correlates cloud, device, flow, and synthetic data to turn telemetry into action. Market leaders like Akamai, Booking.com, Dropbox, and Zoom rely on Kentik to run, manage, and optimize their networks. What we do At Kentik, we take great care of our Customers to ensure they get the most value out of our relationship and Products. We strive to build long lasting, deep relationships and be there for them throughout our joint success journey. This role establishes and maintains ownership of the entire Customer experience including initial onboarding, adoption, ongoing cadence, as well as managing renewals. You will be the proactive outreach owner for your entire book of business, and have the chance to work with really exciting companies using Kentik. Additionally, the role is a key contributor to identifying expansion and upsell opportunities, with joint responsibility together with the sales team over those opportunities. Are you outgoing, detail oriented, emotionally intelligent, and know how to balance competing priorities? If so, let’s have a conversation about joining Kentik’s growing Customer Success Division. This is an exciting opportunity for anyone looking to join a scaling, growing, and nurturing team of Success professionals. What you'll do Identify and foster key customer champions across different parts of the customer organization and take responsibility for the customer’s long-term health and success Support customers through the Kentik Customer Journey: from on-boar
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