Dept: Customer Success | Reports to: Director of Customer Success | Location: Boulder, CO

About Kapost

Here at Kapost, we are revolutionizing the way that companies deliver the right marketing content to the right buyer at the right time. As the world's leading provider of B2B content marketing software, we are partnering with our 150+ clients -- GE Digital, LinkedIn, IBM, and Salesforce to name a few -- to power their content operations. We’ve been featured as a great place to work by Built In Colorado. We're growing fast and are looking to add to our talented team. Check us out @ kapost.com. Read more about our culture here: http://bit.ly/kapost-culture.

 Position Overview

The Customer Success Associate position is a entry-level role in our Customer Success organization - and a new one at Kapost. Today, the CSM is responsible for the total relationship with the customer, but we have key accounts that need additional resources dedicated to them.

This is a great opportunity for an ambitious recent graduate who has exceptional communication and presentation skills to make an immediate impact with a growing and dynamic company.

The role of the Customer Success Associate is to support more senior Customer Success Managers in delivering value to our most critical and strategic enterprise clients. This involves preparing EBR (Executive Business Review) presentations, documenting instance audits, dealing with client inquiries, assisting with client Support duties, assisting with scheduling/delivery of training calls, and other duties as required. This role is highly client facing with high-end clients, which require superior professionalism and client service.

Working side-by-side with senior level CSMs, a CSA must demonstrate their commitment to their customers’ success, relentlessly drive adoption and secure renewal, by:

• Tenaciously advocating for customers’ product & service needs
• Driving user adoption of the Kapost platform - through user training, platform optimization and monitoring of usage metrics
• Supporting the establishment of strong executive sponsor relationship
• Understand customer’s business’ priorities, strategic initiatives, and content operation goals
• Help customer articulate business goals and track KPIs with internal tools  
• Demonstrate progress against goals through compelling presentations (executive business reviews)
• Empowering project lead / champion to extract full value through interactions with Kapost team and also usage of our Customer Marketing resources
• Webinars, Videos, Community, Help.kapost.com, Resource Center
• Social channels
• Regional user group meetings

The ideal candidate is passionate about ensuring customers are extracting and recognizing the value of the Kapost Marketing Operating System. They are also comfortable wearing many hats, thinking critically and prioritizing your action items across 6-12 key enterprise accounts. In general, we expect that a CSA will stay in that role for approximately 18 months before pursuing a CSM role.

Key Responsibilities:

• Work with CSMs to understand each customer’s business goals and priorities and support the plan to drive achievement of those goals - at both a strategic and a tactical level - throughout the lifecycle of the customer relationship
• Work with CSMs to identify risk in your accounts and develop  / manage risk mitigation plans
• Build (Gainsight) success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations - and manage the tasks necessary to achieve success
• Manage documentation of customer communications, needs and action items in Gainsight, Jive and Salesforce
• Conduct live user trainings and create necessary custom customer-facing training resources (videos, user guides)
• Create materials for -- and help execute -- quarterly Executive Business Reviews for your customers to benchmark progress, track toward success, and advise on improving adoption of best practices (may be in-person or remote)
• Deliver platform configuration updates in a timely manner - while demonstrating a complete understanding of the Kapost platform by understanding the how-to as well as best practices
• Be comfortable with -- and capable of -- communicating Kapost’s solution and value to a primarily non-technical audience of marketers
• Monitor and facilitate the customer’s adoption of our solution’s features and functionality
• Ability to travel up to 50%
• Kapost Culture

• Gross renewal rate
• Net retention rate
• Executive alignment health scorecard
• Product usage & adoption metrics
• NPS

 Requirements/Skills:

• 1-3 years experience in a customer success / account management function / Software as a Service
• Teamwork skills a must, ability to collaborate and manage internal and external resources
• Ability to prioritize time and activity across customer engagements
• Excellent verbal, written, and interpersonal communication skills
• Proficient and organized, with the ability to take detailed notes and act on follow-up items
• Must be a quick learner, self-starter, and have the ability to work with minimal supervision in a fast-paced environment
• Four year university/college degree required