Director of Customer Success & Support

We are looking for a hands-on Director of Customer Success & Support as we bring our next-gen platform to the world.

About The Role

This is an opportunity of a lifetime for a dynamic leader who wants to be at the heart of the AI movement to better humanity. As our Director of Customer Success & Support, you'll be the go-to leader ensuring that our customers ranging from Fortune 1000 giants to Main Street Small Businesses don't just adopt our solutions—they thrive with them. You'll be working directly with our CEO to drive successful adoption of this fast-growing platform.

In this dynamic role, you'll be responsible for:

• Managing Customer Journeys Across All Accounts – Oversee the full customer lifecycle for all Kizen accounts, from small businesses to enterprise clients in industries like healthcare, insurance, and financial services, and more. Ensure seamless adoption, success, and tailored support strategies.
• Building & Scaling the Support Team – Develop and expand Kizen's support organization to deliver best-in-class service, ensuring both human and AI-driven support meet evolving customer needs.
• Knowledge Base Development & Optimization – Build, manage, and enhance Kizen's Knowledge Base as a scalable resource for customers and internal teams, leveraging data insights to improve self-service capabilities and overall customer experience.
• Working with Marketing to own the Freemium Customer Journey – Design, manage, and optimize the freemium experience to drive user activation, engagement, and conversion to paid plans
  
  

While you need to deeply understand business operations, technology, and the impacts AI will have for teams - you also need to be a passionate people leader to thrive in this role and be someone who loves mentoring and inspiring people to achieve greatness. Your focus will be on cultivating a collaborative, customer-first culture where innovation flourishes, and challenges become opportunities.

You'll ensure customers are set up for success, support our sales efforts through product education, and help drive brand awareness by producing engaging product content. Your impact will span across customer success, marketing and sales.

Key Responsibilities

Team Building & Management

• Recruit, onboard, and manage a dynamic team passionate about driving customer success
• Structure and manage the team to ensure team goals are consistently achieved and exceeded
  
  

Customer Success

• Implement strategies from the moment customers first sign in to ensure they have a great experience and want to expand their usage of the platform
• Differentiate between user types across industries and roles to make customers experiences feel personalized and highly relevant
• Metrics-based assessments of usage to understand where product or training improvements need to be made
• Systematically convert free accounts to paid accounts (in partnership with marketing)
  
  

Customer Support

• Build and oversee the support team and AI assistants, guiding customers through onboarding, training, and ongoing support.
• Develop support strategies and processes that will enable the support team to grow effectively as Kizen scales, including hiring, training, and day-to-day management of team members.
  
  

Knowledge Base

• Build out a world-class knowledge base that customers love
• Develop, manage, and continuously improve Kizen's Knowledge Base to ensure customers and internal teams have access to accurate, up-to-date, and easily navigable resources.
• Analyze usage data and customer feedback to identify content gaps, optimize structure, and enhance the self-service experience.
  
  

Sales Enablement & Demos For All Markets

• Conduct product demos for prospective customers, helping them understand how Kizen addresses their specific needs and fits within their business.
• Collaborate with the sales team to identify common customer questions, develop resources to address these, and improve the overall sales experience.
• Support live events with the marketing team to assist new clients in discovering more about the platform
  
  

Cross-Functional Collaboration

• Make Customer Success a critical component of revenue growth in the company
• Work as a central player in close collaboration with engineering, sales, implementation and the broader customer success team to align goals, share insights, and optimize the customer journey.
• Provide feedback and insights across teams to help drive improvements in product, marketing strategies, and sales efforts, based on direct customer interaction and support team data.
  
  

Requirements

• Proven track record with 5 years of experience in Customer Success, Consulting, Sales, Ops, Marketing Ops, or related roles
• Bachelor's degree in Business, Marketing, or a related field
• Demonstrated experience working across multiple industries
• A natural talent for translating technical features into customer-centric benefits. Your writing is clear, approachable, and informative, making even the most complex topics digestible.
• Strong understanding of artificial intelligence and its evolving role in shaping job functions and business processes over the next decade.
• Confidence in leading product demo calls with small business prospects, understanding their pain points, and translating them into actionable solutions.
• Ability to manage powerful client personalities with strong executive presence and help teams find collaborative solutions to meet needs for diverse stakeholders
• Ensure amazing communication at all times between your teams and other team
• Excited to be in-office with your peers - requirement to work in our New York City office 4x a week to stay closely connected with our team and collaborate in person.
• Eager to be a part of a startup that is amongst some of the major winners of the AI movement
• Strong presentation skills in both written content and video content.
• Willingness to travel 1-2 times per month for important events or customer implementations
  
  

Preferred

• Experience managing projects and engagements involving multiple stakeholders, with the ability to effectively present materials to wide-ranging audiences
• An eye toward documentation, verbal communication skills, and organization
• Personality: driven, self-motivated, adaptable, empathetic, energetic, detail-oriented
• You want to be part of building something special
  
  

Why Kizen

We're a fast-growing company that values innovation, growth, and continuous improvement. By joining Kizen, you'll play a pivotal role in shaping the future of the company while enjoying a supportive, dynamic, and collaborative workplace. You'll have opportunities for professional development, impact, and career advancement.

What We Offer

• Career Growth Opportunities
• Engaging Work Culture
• Top-Tier Compensation
• Equity Package
• Healthcare Coverage
• Professional Development Stipends
• PTO
• Hybrid Work Model
  
  

Kizen is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics. At Kizen, we fully comply with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals.

The base salary range for this position is [$160,000-$220,000]. However, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base salary, we also offer generous equity and benefits packages.

If you're excited about creating impact experiences and contributing to a fast-paced, people-focused team, we'd love to meet you!

OTE - $200-$350K

Compensation Range

$160,000—$220,000 USD