| Customer Success Representative, Front Line Enablement
Kipsu is a growth stage Minneapolis-based technology company that has grown to over 120 employees. At Kipsu, we help service professionals Meet the Moment by partnering with some of the largest hospitality and healthcare brands in the world. Our best-in-class technology enables organizations around the globe to better serve their customers through streamlined messaging, data-driven performance metrics, sentiment analysis and workflow management. 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 - Project Lead Onboarding: Own property-level project plans, leading 1:1 kickoffs to align on goals, timelines, and roles while maintaining clear status documentation.
- On-site training (as needed; 1–2 days at a time, ~10-15% travel): Lead onsite sessions with hotel and shopping teams, interface personally with General Managers and other leaders to develop strong relationships and ongoing customer loyalty.
- Technical Configuration: Manage user permissions, message templates, and PMS integrations to ensure platform readiness and validation for customer launch.
- Drive Time-to-Value: Accelerate product adoption by removing blockers and conducting individual or group training (on-site and webinars) to ensure rapid, measurable success.
- Cross-Functional Advocacy: Partner with Support and Product teams to resolve bugs and surface edge-case feedback, while supporting Sales on partner expansion efforts.
- Process Optimization: Develop repeatable templates and enhancements (checklists, slide decks) to reduce implementation time and increase first-month success.
- Data-Driven Account Management: Use Salesforce and Google Sheets to analyze performance data, demonstrating ROI and identifying high-impact use cases for customers.
- Retention & Growth: Proactively mitigate churn risks and identify expansion opportunities (new products/properties) to ensure long-term account health and renewals.
WHAT WE’RE LOOKING FOR - 1-3 years in B2B SaaS onboarding/implementation, 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.
PHYSICAL JOB REQUIREMENTS & WORK ENVIRONMENT
This role is primarily based in our office and includes regular, on-site time to support collaboration, connection, and shared problem-solving.
In this role, you’ll engage in day-to-day work that may include: - Communicating and collaborating with teammates and/or customers through conversation, meetings, and digital tools
- Interacting with information in a variety of formats, including written, visual, and verbal
- Using standard office and technology tools to complete work effectively
- Spending time working at a desk and occasionally moving around the office to connect with others
- We’re committed to building an inclusive workplace. Reasonable accommodations are available to support team members in performing the essential responsibilities of the role.
WHAT MAKES KIPSU DIFFERENT - We’re a solid, stable company, and we enthusiastically embrace our founding startup spirit– everyone pitching in and working to the same goals.
- 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. Please consider rolling up your sleeves and joining us on our journey.
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