What are the responsibilities and job description for the Customer Success Manager position at KDH Consulting, Inc.?
About Us
KDH is a dynamic and innovative IT services provider dedicated to delivering high-quality solutions and exceptional customer experiences. Our mission is to empower businesses through tailored technology solutions, ensuring their growth, success, and security in a rapidly evolving digital landscape. We prioritize understanding our clients' needs, providing personalized solutions, and fostering seamless communication. Our proactive approach guarantees consistent, high-quality service. At KDH, we embrace the latest technologies and continuously seek ways to improve and innovate, delivering cutting-edge solutions that drive efficiency, productivity, and security. We value respect, inclusion, collaboration, and integrity, treating everyone with respect and valuing unique perspectives that enhance our team and client relationships
We are seeking a Customer Success Manager who will serve as the face of our company for our most important customers. This individual will be responsible for driving customer satisfaction, adoption, and retention, while also identifying opportunities for growth.
This is a virtual position, but Greater Seattle Area candidates are required for in-person meetings with key customers.
About the Role
As the Customer Success Manager (CSM), you will take ownership of our most valuable customer relationships, ensuring they achieve success with our solutions. You will work closely with engineering, project management, and our CEO to drive customer satisfaction, retention, and growth.
You will report to the Customer Experience Manager and will work closely with the engineering and project management departments to assist with customer accounts and projects. You will also play a key role in moving company goals forward through strategic customer initiatives.
This is a brand-new role at our company, meaning you will have the unique opportunity to help define and build the Customer Success function for our most important accounts. We’re looking for someone with a generalist mindset who can identify gaps, refine existing processes, and introduce new strategies to improve the customer experience. Your insights and feedback will be instrumental in shaping how we engage with and support our customers long-term. If you’re excited about the challenge of creating something from the ground up and having a direct impact on the company's success, this is the role for you!
Key Responsibilities
Customer Success & Relationship Management
- Serve as the primary point of contact for top customers.
- Build and maintain strong, long-term relationships, ensuring customers achieve success.
- Conduct regular customer check-ins to assess satisfaction, adoption, and potential pain points.
- Act as an escalation point for customer concerns, ensuring issues are resolved efficiently.
- Develop Customer Success Plans for struggling customers to improve engagement.
Onboarding & Adoption
- Lead customer introductions and onboarding plans, ensuring a smooth transition.
- Drive adoption of our security stack and add-on services.
- Collaborate with engineers and project managers to ensure customers are set up for long-term success.
Quarterly Business Reviews (QBRs) & Strategic Planning
- Build quarterly reports summarizing customer performance and service delivery.
- Work with engineers and architects to develop strategic recommendations.
- Create and deliver engaging presentations to customers, alongside sales engineers.
- Identify opportunities for workflow improvements and business alignment.
Revenue Growth & Expansion
- Identify upsell opportunities to help customers maximize value.
- Develop strategies to transition customers to advanced packages.
Company Initiatives & Internal Collaboration
- Work closely with engineering to align services with customer needs.
- Actively capture and share customer feedback to drive internal improvements.
- Participate in company-wide initiatives, ensuring customer voices are represented.
- Assist in refining internal processes to improve the overall customer experience.
- Assist in recognizing and building needed processes, collateral, reports, methods of capturing metrics, etc.
Required Qualifications
✅ 3 years in Customer Success or Account Management
✅ Strong people skills and a passion for customer service
✅ Ability to work autonomously and take ownership of key accounts
✅ Excellent communication and presentation skills (written & verbal)
✅ Experience conducting QBRs, strategic planning, and customer health assessments
✅ Strong problem-solving skills with a customer-first mindset
✅ Experience collaborating with technical teams (engineering, project management)
✅ Tech-savvy, with the ability to work across multiple platforms simultaneously
✅ Thoughtful and analytical, capable of identifying gaps, suggesting improvements, and making data-driven decisions
Preferred Qualifications
✅ IT knowledge or background in technology services
✅ Experience managing Enterprise or Strategic customer accounts
✅ Familiarity with BrightGauge, Autotask, and Asana
✅ Experience working at an MSP, SaaS, or IT consulting environment
✅ Experience with data analytics plus setting and meeting KPIs
Job Type: Full-time
Pay: $80,000.00 - $105,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Internet reimbursement
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Schedule:
- Monday to Friday
Work Location: On the road
Salary : $80,000 - $105,000