Client Success Manager, Southwest

Job Description

KickUp is looking for a Client Success Manager to join a team that is reimagining how school districts grow their most valuable asset: their people.

KickUp is on a mission to help every educator thrive throughout their career. Our platform helps educational leaders capture data about teacher growth and use it to drive better outcomes for students. We’re a growing team building a product used by tens of thousands of educators across the country

Why Join KickUp

• Customer Impact: You’ll directly shape how hundreds of districts experience KickUp support — and own real account relationships from day one
• Growth Path: As you ramp, you’ll take on more account ownership, Partnership Reviews, and renewal work — with a clear trajectory
• Collaborative Team: Work alongside a tight-knit CS team of specialists who each own a distinct part of the customer experience
• Remote Flexibility: Remote-first company with extended holidays, summer Fridays, and “Focus Fridays”

About the Role

The Client Success Manager is the strategic heart of KickUp's relationship with our district partners. You'll serve as a trusted advisor to high level district leaders —helping them connect KickUp's capabilities to their most important goals and demonstrating the measurable impact of their investment. By owning retention and expansion for your portfolio, you directly fuel KickUp's growth while ensuring the districts you serve get exceptional outcomes. This role is ideal for someone who thrives on building executive relationships, thinks commercially about customer success, and finds purpose in helping education leaders make better decisions for their people.

In This Role, You Will

Strategic Account Management

• Build and maintain executive relationships with superintendents, chief academic officers, HR directors, and other district leaders
• Develop account plans that align KickUp's capabilities with district strategic priorities and outcomes
• Lead quarterly engagement opportunities that demonstrate ROI, surface insights from data, and co-create action plans for continuous improvement
• Serve as a trusted advisor on professional growth strategy, helping leaders leverage KickUp data to inform district-wide decisions
• Conduct regular on-site visits with district partners to strengthen executive relationships, support strategic initiatives, and drive successful outcomes

Retention & Expansion

• Own renewal and expansion revenue targets for your portfolio
• Proactively monitor account health, identify risk signals, and implement mitigation strategies
• Identify and develop expansion opportunities across modules, use cases, and user populations
• Partner with Account Executives to navigate complex procurement processes and close expansion deals
• Develop and execute multi-year growth strategies with strategic accounts

Customer Lifecycle Orchestration

• Design and execute success plans tailored to each district's goals, timeline, and stakeholders
• Coordinate with Data Integration, Training & Enablement, and Support specialists to ensure seamless client experience
• Establish communication cadence and engagement strategy with key stakeholders
• Lead onboarding kickoffs and ensure smooth handoffs between implementation and ongoing success phases

Voice of Customer

• Synthesize customer feedback and insights to inform product roadmap priorities
• Collaborate with Product and Engineering teams to advocate for customer needs and validate solutions
• Partner with Marketing to develop case studies, testimonials, and reference opportunities
• Share best practices and strategic insights across the CS team to elevate collective customer knowledge

Business Performance

• Maintain accurate forecasting for renewals and expansion
• Track and report on customer health metrics, engagement trends, and portfolio performance
• Conduct win/loss analysis to continuously improve retention and expansion strategies
• Meet or exceed quarterly and annual revenue targets

About You

Functional Skills

• Account planning: Ability to develop strategic, documented plans that map customer goals to product capabilities and define a path to measurable outcomes
• Commercial acumen: Understanding of B2B revenue mechanics—renewal cycles, expansion levers, procurement processes, and how to build a business case
• Data storytelling: Skill in using platform data and metrics to demonstrate ROI, identify trends, and create compelling narratives for executive audiences
• CRM & success tools: Proficiency in maintaining accurate records, tracking health metrics, and using systems to manage a portfolio at scale
• K-12 fluency: Understanding of how school districts operate—budget cycles, decision-making structures, the roles of central office leaders, and the pressures they face
• Fluent in Spanish and English (both written and verbal), with the ability to effectively support and communicate with  Spanish-speaking clients and stakeholders

Core Competencies

• Executive presence: Commands credibility with senior leaders; communicates with confidence, clarity, and appropriate gravitas
• Strategic thinking: Sees the big picture of a district's goals and connects KickUp's value to what matters most—not just product features
• Relationship depth: Builds genuine trust over time; remembered as a partner, not a vendor
• Commercial ownership: Takes personal accountability for revenue targets; balances customer advocacy with business outcomes without apology
• Proactive risk management: Spots early warning signs in accounts and acts before problems escalate; doesn't wait for churn to be obvious
• Stakeholder navigation: Manages relationships across multiple levels of an organization—executives, operational owners, end users—and adjusts approach accordingly
• Cross-functional orchestration: Knows when to bring in specialists (Training, Data Integration, Product) and how to coordinate resources to solve customer problems
• Prioritization under pressure: Manages a portfolio of high-touch accounts simultaneously; knows where to focus time for maximum impact
• Resilience & persistence: Stays steady through difficult renewals, complex procurement, and ambiguous situations; follows through until issues are resolved

Requirements

• This is a full-time, remote role based in the Southwest, ideally located near or in New Mexico. Candidates must be able to support on-site client visits to school districts in New Mexico.
• Candidates must be legally eligible to work in the United States.
• Fluency in Spanish and English (both written and verbal) is required for this role.
• The salary range for this position is $75,000 - $90,000, plus variable compensation. On target earnings range from $80,000 - $100,000 for this role, with future growth potential.

Benefits

We are a remote-first company, and we offer a range of perks, including:

• Stock options in our growing company
• 401(K) plan with employer matching
• Universal paid parental leave
• A variety of medical, dental, and vision insurance options
• An annual stipend for professional learning
• Flexible PTO policy, extended holiday break, summer Fridays, and "Focus Fridays" – a day with limited Slack and meetings throughout the year

We are building products that help every educator thrive. To do so, we need a team that includes diverse perspectives and a shared willingness to challenge ourselves to improve every day. We recognize that underrepresented groups may be less likely to apply to a role if they don't meet 100% of the qualifications. We encourage you to apply if you meet a majority of the qualifications and are passionate about our mission.