Customer Success Manager

Summary

KEV helps school districts manage school-level finances through a platform that unifies payments, accounting, and reporting. The Customer Success Manager will serve as a strategic partner to district customers, driving adoption, retention, revenue growth, and measurable value while advocating for customers across KEV.

Responsibilities

• Own customer success and retention: Manage a portfolio of district customers with thoughtful engagement and a zero-churn mindset
• Drive revenue: Deliver against renewal and payments-growth targets while identifying and generating qualified opportunities for expansion
• Become a trusted advisor: Build strong relationships with district leadership and key stakeholders, becoming the person customers turn to for strategic guidance and problem-solving
• Drive value and adoption: Understand each customer’s goals and help them maximize return on investment
• Lead executive conversations: Conduct regular customer meetings and semi-annual business reviews with district and executive leadership, connecting KEV’s solutions to measurable business outcomes
• Champion the customer: Bring customer feedback back to KEV and partner cross-functionally to drive meaningful improvements
• Build customer advocates: Partner with Sales and Marketing to develop references, case studies, testimonials, referrals, and other customer advocacy opportunities

Skills

• 2+ years of experience in Customer Success, Account Management, or a similar role in a SaaS environment
• Experience with k-12 software a must
• A proven ability to build trusted relationships with customers at multiple levels, including executive stakeholders
• Strong business acumen and the ability to connect technology to customer goals and measurable business outcomes
• A track record of driving product adoption, engagement, retention, and growth
• Excellent written, verbal, and executive communication skills
• Strong presentation, problem-solving, and influencing skills
• The ability to collaborate effectively across Sales, Support, Product, Marketing, and other cross-functional teams
• Payments, accounting, or K–12 experience is an asset

Qualifications

Must Haves

• 2+ years of experience in Customer Success, Account Management, or a similar role in a SaaS environment
• Experience with k-12 software a must
• A proven ability to build trusted relationships with customers at multiple levels, including executive stakeholders
• Strong business acumen and the ability to connect technology to customer goals and measurable business outcomes
• A track record of driving product adoption, engagement, retention, and growth
• Excellent written, verbal, and executive communication skills
• Strong presentation, problem-solving, and influencing skills
• The ability to collaborate effectively across Sales, Support, Product, Marketing, and other cross-functional teams

Nice to Haves

• Payments, accounting, or K–12 experience is an asset

Benefits

• Company-matched retirement programs, including RRSP matching in Canada and 401(k) contributions in the U.S.
• Ongoing learning, stretch opportunities, and continuing education, including KEV Academy for onboarding and skill-building and KEV University, an online platform offering a wide range of courses.
• Hybrid model: 3 days in the office, with flexibility the rest of the week.
• Flexible PTO, with close to 4 weeks of vacation and a company-wide holiday closure.
• Fully stocked snack bar and occasional catered lunches.
• Real opportunities to learn, develop, and shape your career, with support for advancing in your role or exploring a new path.
• Club KEV team-building activities.
• Voice of Customer Series.
• Monthly Townhalls.
• KEVite Awards, where top contributors are recognized by their peers.