Customer Success Manager - #233196

About KnowHow

KnowHow exists to help enterprise networks and growing businesses run better. We build tools that make it easy to create, distribute, and track operational knowledge - so that employees spend less time guessing and more time performing. We are a small, growing team that takes the work seriously and has fun doing it. If you want to be somewhere your work actually matters, this is it.

About The Role

As our customer base grows, so does the complexity of managing it well. The Customer Success Manager is the primary relationship owner for a mixed book of accounts: enterprise networks, Mid-Market accounts, and SMB accounts through onboarding. This is not a support role or an account coordinator role. You are the strategic point of contact for your customers, responsible for their outcomes from the moment they sign until they renew - and beyond.

You will run structured onboarding, lead executive business reviews, manage renewal conversations with commercial precision, and identify expansion opportunities before the customer even knows they need them. This role is right for someone who is naturally curious about their customers' businesses, comfortable in a room with senior decision-makers, and holds themselves to a high standard without being told to. You don't wait to be asked. You show up prepared. You own the outcome.

What You'll Do

Onboarding and Implementation

• Lead structured onboarding for all assigned account types: three-phase implementation for enterprise networks, and Guided tiers (Base, Tier 1, Tier 2) for Mid-Market accounts
• Own SMB onboarding through completion, maintaining quality and timeline discipline as automation capabilities mature
• Set clear success milestones for every account at the right level of depth for its type - and hold customers to them
  
  

Customer Adoption and Engagement

• Drive ongoing platform engagement across your full book, with the goal of moving every customer from onboarded to genuinely adopted
• Monitor usage trends at the right level for each account type: network-level activation for enterprise, user and feature adoption for MM
• Demo new features and capabilities to decision-makers to maintain and grow utilization over time
  
  

Retention and Churn Prevention

• Maintain a live, accurate risk picture for every account using Vitally health signals
• Identify at-risk customers early and act - don't wait for a renewal conversation to surface a problem that has been visible for months
• Build relationships across the stakeholder map so that a single champion departure doesn't put a renewal at risk
  
  

Expansion and Revenue Growth

• Identify upsell and cross-sell opportunities within your book: location count growth, tier upgrades, sister brand opportunities
• Understand your customers' growth plans and be positioned to surface the right conversation at the right time
• Partner with Sales on renewal and expansion execution; know your pipeline and your numbers
  
  

Executive Stakeholder Development

• Build and maintain relationships with senior decision-makers at the enterprise level - COO, VP of Operations, VP of Training, and their equivalents
• Lead EBRs that present measurable business outcomes in financial terms, not just product metrics
• Complete CFO Prep Templates for every renewal-stage account and arrive at renewal conversations with a defensible value story already built
  
  

Customer Advocacy and Relationship Building

• Cultivate trust-based relationships that generate referrals, case studies, and testimonials over time
• Surface advocacy opportunities as they emerge - don't wait to be asked
• Treat every positive outcome as an opportunity to strengthen the relationship and create a record of value
  
  

Feedback and Internal Collaboration

• Gather and synthesize customer feedback and surface it internally with the right context - not just what the customer said, but what it means for the product roadmap
• Act as the voice of your customers inside KnowHow
• Escalate support and product issues promptly and follow through until they are resolved
  
  

What We're Looking For

You Will Succeed In This Role If You

• Own your accounts completely - you know the stakeholders, the health status, the renewal date, and the value story for every customer in your book
• Come to every conversation prepared with a point of view, not just an agenda
• Are commercially aware - you understand that customer success and revenue retention are the same thing, and you act accordingly
• Communicate with clarity and confidence at the executive level
• Can hold the line on accountability with customers while keeping the relationship intact
• Operate with a high degree of autonomy and self-direction; you don't need close management to stay on top of a complex book
• Are naturally curious about your customers' businesses - you want to understand how they make money, what keeps their operations leaders up at night, and how KnowHow fits into that picture
  
  

Background And Experience

• 3+ years in a customer success, account management, or client-facing role in SaaS
• Experience managing complex, multi-stakeholder accounts - enterprise or multi-location business experience is a strong asset
• Demonstrated ability to lead renewal conversations and manage NRR as a metric you own
• Comfortable with CS or CRM platforms (Vitally, HubSpot, Salesforce, or similar)
• Strong written and verbal communication skills; comfortable presenting to VP and C-suite audiences
• Familiarity with enterprise business models and multi-location network dynamics is preferred but not required
• Analytical and data-driven - you use health scores, usage trends, and renewal pipeline data to make decisions, not just intuition
• Experience working within or contributing to CS playbooks, structured engagement frameworks, or defined account management processes
• Strong project management and facilitation skills - you can run a meeting, manage competing priorities across a complex book, and keep multiple accounts moving simultaneously without things falling through the cracks
  
  

What We Offer

• Competitive base salary commensurate with experience
• Employee Stock Ownership Plan (ESOP) - we want you to have a stake in what we're building
• Benefits package
• Remote-first environment with a collaborative, high-trust team
• A book of accounts where your work actually moves the needle - renewals are won or lost on the quality of the relationship, and that's on you
  
  

KnowHow is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to building a team that reflects the diversity of the customers we serve.