Customer Success Manager

About the Role

As a Customer Success Manager at Kenko, you will be a passionate advocate for our community of fitness and wellness business owners. You will serve as the primary point of contact, building strong relationships, understanding their needs, and ensuring they derive maximum value from our AI-powered platform. Your role is crucial in driving customer retention, gathering feedback for product improvement, and helping our clients succeed.

Role Responsibilities

• Serve as the primary point of contact for customers, building strong relationships and understanding their business needs and goals.

• Deliver stellar operations outcomes according to agreed service level agreements, ensuring the best customer outcomes for complex support issues.

• Act as a conduit for customer feedback, gathering insights, feature requests, and suggestions, and conveying them to the Product team.

• Develop and execute strategies to reduce customer churn and increase retention, including identifying and addressing at-risk customers.

• Work closely with Sales, Marketing, Product, and Support teams to ensure a coordinated approach to customer success.

Required Qualifications

• 3+ years of proven experience in a start-up, bank, or consultancy, with a passion for driving change in a fast-paced environment.

• Exceptional writing and verbal communication skills.

• Logical mindset with strong analytical thinking and a commercial/operational approach to decision-making.

Preferred Qualifications

• Proven project management experience with the ability to manage a program of work from beginning to end.

• Demonstrated data/analytics experience with proficiency in Excel.

Good to Have

• Experience working in a Customer Support, Call Quality, or Learning & Development / Training team.

• Experience with processes, systematic organisation, and delivering high-quality customer service.