Customer Success Representative
Front Line Enablement
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.
WHAT YOULL DO
Project Lead Onboarding Own property-level project plans leading 11 kickoffs to align on goals timelines and roles while maintaining clear status documentation. On-site training as needed 1-2 days at a time ~10-15 travel.
Lead onsite sessions with hotel and shopping teams interface personally with General Managers and other leaders to develop strong relationships and ongoing customer loyalty.
Technical Configuration Manage user permissions message templates and PMS integrations to ensure platform readiness and validation for customer launch.
Drive Time-to-Value Accelerate product adoption by removing blockers and conducting individual or group training on-site and webinars to ensure rapid measurable success.
Cross-Functional Advocacy Partner with Support and Product teams to resolve bugs and surface edge-case feedback while supporting Sales on partner expansion efforts.
Process Optimization Develop repeatable templates and enhancements checklists slide decks to reduce implementation time and increase first-month success.
Data-Driven Account Management Use Salesforce and Google Sheets to analyze performance data demonstrating ROI and identifying high-impact use cases for customers.
Retention & Growth Proactively mitigate churn risks and identify expansion opportunities new productsproperties to ensure long-term account health and renewals.
WHAT WERE LOOKING FOR
1-3 years in B2B SaaS onboardingimplementation customer success or training ideally with operational end users hospitality experience is a plus.
Strong project management chops agenda setting task management sequencing and organization and comfort juggling multiple property launches.
Confident speaker and trainer-clear empathetic and comfortable speaking in front of a group.
Hands-on with light technical configuration usersroles templates basic integrations.
Data-driven mindset comfortable reading reports e.g. Salesforce reading adoption dashboards and acting on trends.
Excellent documentation and communication skills crisp and polished emails professional presentations and reusable checklists.
Calm cool demeanor and a natural affinity for customer service.
Clear concise communication and ability to translate features into plain-language steps and outcomes.
Problem-solving & resourcefulness to navigate a complex software solution and help customers do the same - turn ambiguity into action and chaos into order.
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 youll engage in day-to-day work that may include
Communicating and collaborating with teammates andor 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
Were 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
Were 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. Its an exciting time to be here.
WHY YOULL 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 unlimitedresponsible vacation time life insurance flex spending account and commuter benefits.
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.