Customer Success Manager – Scaled Accounts
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Job Description
Customer Success Manager focusing on revenue growth through Pro plan expansion for SaaS creators. Collaborating with marketing, product, and customer experience teams to enhance user engagement.
Responsibilities:
- As Kit continues to scale, we’re evolving how we support and grow our creator base.
- Drive Pro plan expansion across our pooled customer segment, which is roughly our top 1,000 largest accounts.
- Identify, test, and refine expansion motions for pooled creators, then scale what works across our broader customer base through close collaboration with Customer Experience, Marketing, and Product.
- Deliver a strong, scalable customer experience that directly drives retention, plan upgrades, and long-term revenue growth.
- Own proactive outreach and engagement for pooled creators — ensuring they feel supported, understand how to get value from Kit, and are positioned to grow into Pro through effective email strategy and product adoption.
- Design and test multiple scaled expansion plays (e.g. campaigns, in-product prompts, webinars, targeted outreach, education programs).
- Establish a proven, repeatable expansion engine for pooled creators and scale successful strategies across the broader customer base.
Requirements:
- 4+ years in Customer Success, Account Management, Growth, or Lifecycle at a SaaS company, with ownership of retention and/or expansion outcomes.
- Experience supporting hundreds–thousands of customers via programs, campaigns, and systems (not primarily through 1:1 relationship management).
- Proven ability to proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals.
- Can design repeatable 1-to-many motions (education, campaigns, in-product prompts, light human touch) that reduce dependence on 1:1 work
- Effective at developing relationships and driving action across various stakeholder personas and levels.
- Document playbooks, build lightweight systems, and turn one-off wins into repeatable programs other teams can run.
- Use AI and automation to increase speed and throughput while maintaining brand voice, accuracy, and appropriate human review.
- Bonus: Experience using HubSpot’s CRM and customer success features to operationalize segmentation, lifecycle tracking, reporting, and scaled customer motions.
Benefits:
- Profit Sharing
- Kit equity
- 401k with a 5% match
- We cover up to $2,100 per month toward medical premiums, with dental and vision premiums fully covered. We offer Health Insurance plans through Aetna
- $2,000 equipment allowance for your first two years, $1,000 budget every following two years. Company-provided laptops are issued to every Kit team member and are not included in the equipment budget
- Individual learning + development budget ($3,500/year)
- Gender affirming benefits
- Childcare benefit up to $3,000 annually
- Twenty (20) days of paid time off during each year of employment
- Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where you’re fully unplugged from work
- Ten (10) paid holidays a year
- Two weeks of paid sick time each year, including mental health + well being days
- Twelve (12) weeks paid parental leave and flexible scheduling in your child’s first year
- Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in your first six months
- Winter Break Closure: Kit closes for a week at the end of December, giving everyone a collective break to enjoy the holiday season. *Essential support services remain available, with teams coordinating to ensure coverage during this period*
- Four-week, paid sabbatical after five years with the team
- Fantastic in-person or virtual retreats with the team twice a year
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