CLIENT SUCCESS MANAGER

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• People Focused: We are client focused and results-driven.
• Growth Minded: We believe in collaborative learning and industry best practices to deliver excellence.
• Fact Finders: We are passionate investigators for discovery and truth.
• Community Partnerships: We believe there is no greater power for transformation than delivering on what a communities and employees care about.
• Serve as the primary point of contact for assigned client accounts, ensuring timely communication, strong relationship management, and effective resolution of client needs.
• Build and maintain strong, long-term relationships with key client contacts, business executives, stakeholders, and decision-makers.
• Act as a trusted advisor by understanding each client’s business needs, service expectations, contract requirements, and opportunities for expanded support.
• Manage the full client lifecycle, including onboarding, training, activation, ongoing account support, renewals, and account growth.
• Identify opportunities for upselling, cross-selling, expanded service usage, and additional solutions based on client needs, account history, usage trends, and business objectives.
• Partner closely with sales, operations, marketing, and product teams to support client growth, improve the customer experience, and deliver solutions that align with client expectations.
• Monitor account health, client satisfaction, service usage, communication trends, and potential risks to retention.
• Develop and execute account management strategies that improve client engagement, increase service adoption, and support revenue growth.
• Manage customer activations and ensure new clients are fully onboarded, trained, and able to go live as quickly and smoothly as possible.
• Analyze customer data, service trends, and account activity to identify opportunities for improvement, process consistency, and proactive outreach.
• Address escalated client concerns, high-severity requests, service issues, or urgent account needs with professionalism, urgency, and follow-through.
• Support retention efforts by proactively identifying client concerns, resolving issues early, and maintaining regular client communication.
• Assist in building, improving, and documenting Client Success SOPs, workflows, communication templates, and account management best practices.
• Maintain accurate and timely account records in CRM systems, including client notes, follow-up tasks, opportunities, risks, and account activity.
• Contribute to customer success team initiatives by sharing best practices, identifying process gaps, and supporting continuous improvement.
• Represent KENTECH professionally in all client interactions while maintaining strict confidentiality and compliance with company security standards.
• 3+ years of proven experience in customer success, account management, client relations, sales support, or a similar client-facing role.
• Background check, investigations, screening, compliance, public sector, SaaS, or professional services experience strongly preferred.
• Demonstrated experience managing client accounts, maintaining relationships, and supporting customer retention.
• Proven ability to identify upsell, cross-sell, renewal, or account expansion opportunities.
• Experience working with sales, operations, and leadership teams to support account growth and client satisfaction.
• Experience building or improving Client Success SOPs, workflows, account management processes, or department structure.
• Strong written and verbal communication skills with the ability to engage professionally with stakeholders at all levels.
• Ability to manage multiple client accounts, competing priorities, deadlines, and follow-up responsibilities.
• Comfortable handling escalations, difficult conversations, and urgent client requests with professionalism and sound judgment.
• Proficient in CRM and marketing automation systems; hands-on experience with TazWorks and HubSpot preferred.
• Strong attention to detail, organization, documentation, and follow-through.
• Ability to work independently in a remote environment while remaining responsive, accountable, and collaborative.
• Communication: Clearly conveys updates, expectations, account needs, and next steps to clients and internal teams.
• Relationship Building: Builds trust with clients through consistency, responsiveness, professionalism, and follow-through.
• Sales-Minded Client Service: Recognizes growth opportunities without sacrificing trust or service quality.
• Problem-Solving: Anticipates client needs, identifies root causes, and works cross-functionally to resolve issues.
• Adaptability: Adjusts quickly to changing client needs, operational priorities, and business demands.
• Accountability: Owns client relationships, follow-up, documentation, and outcomes.
• Professional Judgment: Handles sensitive information, escalations, and client concerns with discretion and maturity.
• Basic knowledge of HTML and Adobe Suite.
• Experience with background screening platforms, investigative workflows, or compliance-driven client services.
• BA/BS degree in Business, Marketing, Communications, or equivalent professional experience.

• Flex Time
• Short-Term Disability and Long-Term Disability
• Life Insurance
• Profit Sharing
• Health, Vision, and Dental Benefits
• Starting Pay: $40,000-$50,000 annually

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

• People who never back down from a tough challenge
• Professionals who bring their best every day—and uplift others around them
• Individuals who value purpose, performance, and a good laugh
• Teammates who want to shape the future of digital security and identification
• You, if you're reading this and thinking: “This sounds like my kind of place.”

This is a remote position.