Customer Success Manager -Saas

About KEV

KEV Group is an enterprise SaaS company providing online payment and accounting software to simplify student activity fund management in schools. KEV’s easy- to-use web-based software automates the collection, disbursement and management of student funds, thereby reducing the time it takes to receive and account for all school activity fees and increasing the time teachers can spend on education. The company is based in Toronto, with offices in the US. KEV is a portfolio company of Serent Capital, a leading middle market private equity firm focused on high growth technology businesses.

Why Join KEV?

• Flexible work environment
• Join a quickly growing organization with real opportunity for learning and growth
• Passionate and accessible leadership team that cares about people, personally and professionally
• Work in an industry that benefits children, parents and schools
• Do meaningful and purpose-driven work, and make a real impact

Overview

The Customer Success Manager is a trusted advisor to KEV customers and guides their success with KEV SchoolCash products. The CSMs work closely with the district School boards to increase the adoption and usage of SchoolCash products. This role requires that the CSM have a strong SaaS (Software as a Service) background, business acumen, and communication skills. The CSM must effectively collaborate with a wide array of internal teams (Support, Sales, Marketing, Product Development) to orchestrate and optimize the customer experience.

Responsibilities

• Operate with a zero-churn mindset by proactively monitoring customer health, product usage and adoption to mitigate potential churn risk.
• Main point of contact and trusted advisor; advocating for the voice of the customer by representing their feedback, ideas and interests in areas including but not limited to, product improvements, services and support.
• Manage your customer portfolio by understanding their business and leveraging KEV Group’s solutions to help them grow
• Leading regular customer meetings and annual, semi-annual or quarterly business reviews, respectively.
• Lead upsell/cross sell initiatives and the opportunities arising from them
• Identifying additional opportunities for account growth
• Ensure customers get the expected value and Return on Investment (ROI) from all their KEV solutions.

Success Measures

• Customer Health Tracking
• Value Realization: Help Customers Achieve Business Outcomes (Adoption, Usage and ROI)
• Advocacy: Partner with Sales and Marketing to generate references, case studies etc.
• Expansion: Cross-sell Lead Generation.
• Relationship Management: Conduct Executive Business Reviews

Skills and Experience

• Strong presentation and problem-solving skills
• Proven ability to advise on and facilitate product adoption
• Experience working with cross-functional teams and collaborating to deliver an optimized customer experience and drive value for the customer
• Ability to establish and foster relationships at multiple levels in an organization
• 3 years of experience managing customer relationships
• Self-driven with the energy and resilience to perform consistently and at a high level in a fast-paced, complex environment
• Previous experience conducting quarterly business reviews (QBR)
• Excellent written and verbal communication
• School accounting, bookkeeping domain knowledge is an asset

We Offer:

• Comprehensive health and dental benefits.
• Professional development opportunities.
• Competitive salary.
• Hybrid Work Environment
• Great colleagues and collaboration
• Continuing Education.

This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by the incumbent. Incumbent may be asked to perform other duties as required.

KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.

KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.