Our core values remind us who we are.
They also guide us in the decisions we make.
They’re listed in order of importance.
If we have a question when making a decision about people, for example, we look to the core value above it to make our decision.
- Integrity - We’re honest with ourselves and others.
- People - We understand that people are the foundation of Kadince and we act accordingly.
- Care - We love what we do and do it consistently and intentionally to the best of our abilities.
- Remarkability - We provide remarkable experiences to all who come into contact with Kadince.
- Growth - We accept yesterday and improve today.
What a Day in the Life of a Customer Success Manager Looks Like
Some days start with a customer team rally where you go over announcements, discuss any urgent issues, and brainstorm ways to better help our customers win.
After the team rally, you jump straight into your work.
For the first part of the morning—unless you have a customer training call—you’ll review your email and respond to incoming customer requests.
A customer frantically calls you because her CRA examiner needs a complicated report and she isn’t quite sure how to build it.
You hop on a call and walk her through the process.
Before ending the call, she thanks you for calming her down and expresses her excitement to share the report with her examiner.
You crushed it!
We’re big fans of teaching people to fish.
Before lunch, you have an onboarding call with a new customer.
You spend time getting to know them and then show them how to get into the software.
They’re so excited about using Kadince and came prepared with a ton of awesome questions.
You answer each one, but you expertly redirect the focus to what was planned to ensure they meet their business goals.
Once the training portion has concluded, calendars are consulted and the next meeting is scheduled.
The call ends with visible anticipation for the next meeting.
After you hang up, you spend a few minutes logging the call in Salesforce (this is where we keep a meticulous log of our interactions with each customer).
For lunch, you decide to pack a sandwich and take your dog to the park.
He runs around and gets all his energy out so you don’t have to worry about entertaining him for the rest of the day.
Or, if you’re more of a cat person, you pat your cat on the head and head out for a quick run.
Back at home, you have a training call with a seasoned customer.
You’re excited to show them some of the newest Kadince features because you know these updates will help them have even more success.
During the call, your customer mentions an awesome event they recently held.
You recognize a great marketing opportunity and ask the customer whether they would be open to talking with the Kadince marketing team about their event.
They enthusiastically agree.
When the call is over, you log it in Salesforce (we’re very serious about documenting our interactions) and also fill out a marketing opportunity form that lets the Kadince marketing team know about your customer’s event.
You have a few more customer meetings throughout the day, but you also spend some time talking to your team members.
You notice that one of your fellow customer success managers has been really on top of it today, so you give them a shoutout in Slack and thank them for being so awesome.
Many of your team members respond to your shoutout with party emojis, hearts, and a giphy you can’t stop watching.
You finish up your day by looking at tomorrow and planning around your customers’ needs and team meetings.
You take one last look at your email to ensure there is nothing urgent.
Coast is clear!
You close your laptop and your office door.
When and Where You’d Work and What You’d Work On
Kadince is a principle-based company, which means we focus on principles, not policies.
You’ll work with your leader, Bailey Feekin, each week to review your goals/KPI and what you’ve been working on.
You’ll meet regularly with the Customer Success team to learn, keep projects on track, and ensure that goals/KPIs are being reached.
As a Customer Success Manager, you’ll also work regularly with bank and credit union professionals around the country.
While we aren’t super particular about when and where you work, you’ll need to work around the schedules of other team members and our customers to ensure that goals stay on track and nothing falls through the cracks.
Overall, your schedule needs to help you achieve our vision and mission and demonstrate our core values.
After all, this is a full-time job, and we treat it that way!
At Kadince, work won’t tie you down to one location.
You’ll have the flexibility to work remotely and even change locations from time to time.
Want to spend a few weeks somewhere new—maybe exploring a different state or another country?
That’s totally possible, as long as it’s approved by HR ahead of time to make sure everything’s good from a legal and tax standpoint.
Just make sure that wherever you plan to work has a reliable internet connection of at least 10 Mbps download and 1-2 Mbps upload (as if you would go anywhere without it anyway).
