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Senior Customer Success Manager

New York, New York, United States

We are looking for a hands-on Senior Customer Success Manager as we bring our next-gen platform to the world.

About the Role

This is an opportunity of a lifetime for a dynamic Senior Customer Success Manager who wants to be at the heart of the AI movement to better humanity. As a Senior Customer Success Manager, you’ll be the go-to product expert 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 VP of Customer Success & Support to drive successful adoption of this fast-growing platform.

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

  1. Managing Your Customers’ Journeys – Manage the full customer lifecycle for Kizen for your customers, from small businesses to enterprise clients in industries like healthcare, insurance, financial services, and more. Use and suggest changes to our playbooks to ensure seamless adoption, success, and tailored support strategies.

  2. Support Operations – Support your customers by delivering best-in-class service, ensuring both you and your AI-driven support agents meet evolving customer needs.

  3. Knowledge Base Development & Optimization – Build knowledge content as a scalable resource for customers, leveraging data insights to improve self-service capabilities and overall customer experience.

  4. Optimizing the Freemium Customer Journey – Design new plays for our freemium experience playbook to drive user activation, engagement, and conversion to paid plans.

Key Responsibilities

Customer Success

  • Provide customers a world-class experience from first sign in to ensure they quickly realize value and want to expand their usage of the platform.
  • Data-driven assessments of usage to understand where product or training improvements need to be made.
  • Manage your Book of Business’s freemium journey to create an exceptional experience that encourages converting free accounts to paid accounts.

Customer Support

  • Respond to customer support tickets and improve the ability of AI assistants, guiding customers through onboarding, training, and ongoing support.
  • Analyze customer support data and processes to identify specific areas for improvement, and propose new support strategies or processes to address it.

Knowledge Base

  • Build world-class knowledge base content that customers love.
  • Continuously improve Kizen’s knowledge base content 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 knowledge structure, and enhance the self-service experience.

Customer Enablement

  • Conduct product trainings and webinars for customers, helping them understand how Kizen addresses their specific needs and fits within their business.
  • Collaborate with customers to identify common customer questions, develop resources to address these, and improve the overall customer experience.
  • Support live events with the marketing team to assist new customers in understanding the power and value of Kizen.

Cross-Functional Collaboration

  • Be the Voice of the Customer with engineering, sales, implementation and the broader team to drive improvements in product, marketing strategies, and sales efforts, based on interactions with your customers and support data.
  • Provide feedback and insights across teams to optimize the customer journey.

Requirements

  • Proven track record with 7+ years of experience in Customer Success, Consulting, Sales, 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 customer success and support.
  • Confidence in leading product training calls with enterprise and small business, understanding their pain points, and translating them into actionable solutions.
  • Ability to manage relationships with executive decision makers and help teams find collaborative solutions to meet needs for diverse stakeholders.
  • Ensure amazing communication at all times with other teams.
  • Excited to be in-office with your peers - 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 for important events and customer on-sites.

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 

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 [$140,000-$160,000]. 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 impactful experiences and contributing to a fast-paced, people-focused team, we’d love to meet you!

OTE - $168-$192K

Compensation Range

$140,000 - $160,000 USD

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