| Customer Success, Associate Account Manager I
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.
THE OPPORTUNITY
Associate Account Manager I (AAM 1) supports management company relationships and helps customers successfully implement, adopt, and realize ongoing value from Kipsu. Working primarily within established processes and playbooks with regular manager guidance, AAM 1s combine strong customer relationships with foundational skills in stakeholder communication, project management, product knowledge, data fluency, and operational execution. They maintain accurate CRM records, support implementations and adoption efforts, execute account management processes, and help ensure properties within their portfolio are set up for success from implementation through long-term customer value.
WHAT YOU'LL DO - Customer implementation and milestone management. Translate customer requirements into clear implementation plans with defined owners, milestones, dependencies, and success criteria. Follow established implementation paths while adapting plans for edge cases, multi-property launches, and non-standard customer needs.
- Product adoption and measurable customer outcomes. Build practical adoption plans that incorporate customer champions, training, reinforcement, and success metrics. Monitor activation and usage, identify barriers to adoption, and adjust tactics to help customers achieve their goals.
- Defining and demonstrating customer value. Establish measurable outcomes and baselines with customers, connect Kipsu functionality to their business goals, and use performance and adoption data to demonstrate progress and identify opportunities for improvement.
- Customer account planning and governance. Coordinate QBRs and recurring account cadences, including scheduling, preparation, milestones, and standardized QBR materials. Support multi-quarter account plans focused on customer outcomes, adoption, and value realization.
- Building trusted customer relationships. Communicate clearly and confidently with operational, technical, and executive stakeholders. Adapt communication style and level of detail to the audience and translate complex product concepts into clear actions and outcomes.
- Customer training and enablement. Facilitate engaging trainings for audiences of varying sizes and across complex programs involving multiple channels, dates, and use cases. Partner with Product, Marketing, and Customer Success teammates to develop training for new functionality and measure trainingeffectiveness to continuously improve delivery.
- Deep product expertise. Understand Kipsu's features, configurations, limitations, integrations, and common use cases well enough to recommend solutions and configurations that align with customer goals, including more complex or unusual customer environments.
- Configuring customer environments. Apply established standards and playbooks to configure Kipsu environments, company settings, users, workflows, templates, and integrations to meet customer requirements.
- Troubleshooting product and integration issues. Systematically investigate configuration, integration, and data-flow issues; coordinate with internal technical teams when needed; and communicate impact, status, and next steps clearly to customers.
- Managing escalations and churn-risk conversations. Lead calm, structured customer recovery conversations; diagnose root drivers such as adoption, value, product gaps, organizational change, or budget; develop recovery options; establish mutual commitments and decision dates; and ensure next steps are documented and completed.
- Using data to guide action. Build and maintain reports and dashboards, validate data quality, monitor adoption and performance metrics, identify trends and risks, and translate findings into concise narratives and recommendations for customers and internal stakeholders.
- Managing customer risk. Proactively surface risks and issues, assess their potential impact, develop mitigation plans, communicate roadblocks early, and ensure owners and next steps are clearly established.
- Coordinating cross-functional work. Partner effectively with Product, Engineering, Support, Revenue, and leadership to drive customer outcomes. Ensure cross-functional work has clear owners, deadlines, statuses, decisions, and next steps.
- Maintaining strong operational discipline. Keep Salesforce, project management tools, support systems, and internal documentation accurate and current. Maintain clear ownership, dates, stages, and status updates so customer and project work does not fall through the cracks.
- Following and improving Kipsu playbooks and processes. Consistently use established SOPs, checklists, implementation paths, and quality standards while identifying opportunities to improve documentation and standardize successful practices across the team.
- Understanding the customer's business. Develop knowledge of customer industry workflows, stakeholders, operational realities, and relevant compliance considerations so that recommendations reflect the environment in which customers operate.
- Managing your workload with accountability. Prioritize competing responsibilities, reliably complete assigned work, proactively seek opportunities to contribute, and communicate risks, schedule changes, progress, and roadblocks early and at the appropriate level of detail.
WHAT WE’RE LOOKING FOR - 1–3 years of experience in B2B SaaS onboarding/implementation, customer success, account management, training, or a related customer-facing role; hospitality experience is a plus.
- Strong project management skills with the ability to manage multiple customers, milestones, workstreams, dependencies, and competing priorities simultaneously.
- A customer-first mindset paired with the ability to connect customer requests to measurable business outcomes and long-term value.
- Strong written and verbal communication skills with the ability to adjust messaging for operational, technical, and executive audiences.
- Confident facilitation and training skills, including comfort presenting to groups and guiding customers through new processes, functionality, or behavioral change.
- A data-driven mindset with the ability to interpret adoption and performance metrics, identify trends, validate data quality, and translate data into clear recommendations and next steps.
- Strong product curiosity and the ability to develop deep knowledge of software functionality, configuration options, integrations, limitations, and customer use cases.
- Comfort working hands-on with technical configuration and troubleshooting, including users and roles, templates, company settings, workflows, integrations, and data flows.
- Strong discovery and problem-solving skills with the ability to uncover customer goals, constraints, requirements, and underlying issues and turn ambiguity into a clear path forward.
- Ability to remain calm and structured during escalations, difficult customer conversations, and changing priorities while keeping conversations focused on outcomes and actionable next steps.
- Strong operational discipline and proficiency with CRM, project management, and support tools such as Salesforce, Jira, Asana, or similar platforms.
- Excellent documentation habits and attention to detail, including maintaining accurate records, project plans, reports, status updates, and customer communications.
- Ability to effectively coordinate work across teams, establish ownership and deadlines, follow through on commitments, and keep stakeholders appropriately informed.
- A collaborative approach to teamwork with the ability to both contribute to shared goals and proactively initiate and drive work within a team.
- Strong workload management and personal accountability—you reliably deliver on commitments, proactively communicate risks and roadblocks, seek out opportunities to contribute, and understand that different stakeholders require different levels of visibility and detail.
- A calm, service-oriented demeanor, intellectual curiosity, resourcefulness, and a willingness to continuously learn and improve.
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.
The pay range for this role is $68,000-$75,000/year.
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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