| Customer Success Representative, Engagement
At Kipsu, we help service professionals Meet the Moment - from partnering with some of the largest hospitality brands in the world to working with clients in the multifamily and healthcare industries. Our best-in-class technology enables organizations around the globe to better serve their customers through streamlined messaging, work order ticketing, data-driven performance metrics, and sentiment analysis. As one of the Twin Cities’ leading tech companies, Kipsu has cultivated a reputation for a strong company culture and is consistently recognized by the Star Tribune as a Top Workplace.
WHAT YOU’LL DO - Build relationships with customers by proactively reaching out to them via phone, email, text, carrier pigeon, or by any means necessary!
- Drive adoption through individual and group customer webinar trainings. Be a trusted advisor for product and operational solutions to challenges or hurdles.
- Pull and analyze troves of data to demonstrate value to our customers.
- Drive ongoing adoption & outcomes: Identify high-impact use cases per property, coach teams on best practices, and ensure measurable ROI (response times, resolution rates, guest satisfaction).
- Retain & grow accounts: Drive renewals and spot expansion opportunities (new products, additional properties, add-ons)
- Recognize customers that pose churn risks and proactively work to communicate and mitigate those churn risks.
- Proactively identify opportunities for improvement and take the initiative to implement solutions without explicit direction; demonstrate a high level of self-motivation and ownership of tasks.
- Cross-functional coordination: Partner with Support for ticket and bug follow-up, with Product for edge-case feedback and potential product enhancements, and with our Sales team to enable partner expansion efforts.
- Continuous improvement: Propose repeatable templates (emails, checklists, slide decks) and surface process enhancements that reduce implementation time and increase first-month success.
- Use Salesforce for source-of-truth reporting and Google Sheets for lightweight analysis to track progress, surface insights, and drive decisions.
- Operate with schedule flexibility (beyond 9–5) to support global hotel teams, including periodic early/late sessions and limited weekend go-lives.
WHAT WE ARE LOOKING FOR - 1-3 years in B2B SaaS customer success, or training, ideally with operational end users; hospitality experience is a plus.
- Strong project management chops (agenda setting, task management, sequencing, and organization) and comfort juggling multiple property launches.
- Confident speaker and trainer—clear, empathetic, and comfortable speaking in front of a group.
- Hands-on with light technical configuration (users/roles, templates, basic integrations).
- Data-driven mindset: comfortable reading reports (e.g., Salesforce), reading adoption dashboards, and acting on trends.
- Excellent documentation and communication skills; crisp and polished emails, professional presentations, and reusable checklists.
- Calm, cool demeanor and a natural affinity for customer service.
- Clear, concise communication and ability to translate features into plain-language steps and outcomes.
- Problem-solving & resourcefulness to navigate a complex software solution and help customers do the same - turn ambiguity into action and chaos into order.
WHAT MAKES KIPSU DIFFERENT - We’re a solid, stable, and growing company, and we enthusiastically embrace our founding startup spirit– everyone pitching in and working toward the same goals together as a team.
- Our culture– We have a team of highly motivated colleagues who are all in it together. We all succeed as one, and we all learn from our mistakes, holding our interdependence in high regard.
- Our unique philosophy– we bootstrapped this company ourselves and are in it for the long term. There is a distinct sense of purpose and ownership at Kipsu as we do things on our own terms.
- Remarkable growth– with nearly a decade of advancement, we continue to accelerate. It’s an exciting time to be here.
WHY YOU’LL LOVE IT HERE - Unity– Everyone here is committed to the same mission. Our core values are not platitudes but our pact. We believe in the best in each other while always reaching to be better.
- Transparency– Our leadership gets into the details. We all gather for weekly space to discover how each team is doing so that we have a full understanding of the business and think like a CEO.
- Trust– Our team members are given the trust and license to excel at their jobs, and are supported along the way to continuously grow.
- Mentorship - We all have more to learn and something to teach. The lessons are beyond technical. We celebrate our busy hive of shared growth.
- Respect– Our success and future as an industry leader depend on actionable commitment to cultivating a diverse and equitable team. Everyone here has a voice that is heard and respected. We seek open and honest conversation on our journey to be active stewards of our shared communities.
- Purpose– Everyone here is closely connected to the result of their work. Every day our team gets to see the impact of what they do enhancing the value of our customers’ work in their own professions. Our goals are explicitly tethered to our mission of building relationships.
We are proud to offer a competitive suite of benefits including: health insurance, dental insurance, vision insurance, 401K with a company match, unlimited/responsible vacation time, life insurance, flex spending account, and commuter benefits.
One last thing – At Kipsu, we believe that our values, success, and future as a leader in our industry require a vibrant and diverse workforce. This is one of the many challenges we seek to solve, and we are intentional and active in recruiting talent of all identities and building an environment that is inclusive of all backgrounds. We need your contribution to our team. Consider rolling up your sleeves and joining us on our journey, and let us know if we can make any accommodations to better empower you.
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