Customer Success- Account Manager

Customer Success · Buffalo, New York
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level


From the initial onboarding to ongoing management, we assist customers throughout their lifecycle, helping them unlock the most value from our product. We understand their goals and, as a trusted partner, drive success within their organization, provide learning opportunities for key stakeholders,  and offer solutions to their challenges.

We are looking for a passionate and driven individual to join our team to impact customer retention and expansion. If you are interested in building positive relationships, and want to work at a fast-growing tech company, Kangarootime is the place!


  • Advise our customers on best practices for executing and enhancing their use of our tools
  • Build and maintain strong and diverse relationships to be a trusted advisor to our Kangarootime partners to build active and meaningful relationships
  • Identify, evaluate, escalate concerns, and execute strategies to mitigate risk
  • Drive brand advocacy in the form of references, testimonials, sharing of stories, and other forums as necessary
  • Become an expert on the product
  • Lead the renewal and upsell process to preserve and enhance customer contracts and relationships
  • Actively engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments
  • Maintain and report an accurate, rolling 90-day forecast of renewals
  • Discover and identify upsell/cross-sell opportunities upon contract renewal
  • Develop reports and/or presentations to demonstrate ROI and success of product expansion
  • Document notes, touchpoints, and milestones in customer success interactions
  • Attend corporate and industry events as company representative
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
  • Provide feedback, guidance, and support for special projects as requested
  • Other tasks as assigned


  • Bachelor’s degree or equivalent experience is required
  • 2+ years of experience in a customer relationship role, such as Account Manager or Customer Success, with a proven track record of positive customer experience
  • Previous experience presenting to key stakeholders
  • Ability to travel to 10%


  • Excellent Written and Verbal Communication
  • Customer-First Mindset
  • Relationship Management Expertise
  • Provide Creative Solutions
  • Negotiation Aptitude
  • Strong Organization Capabilities
  • Strong Prioritization Capabilities

 A commitment to Equal Opportunity Employer/Affirmative Action Employer

Kangarootime is dedicated to providing every employee with the best possible employment experience regardless of their race, national origin, sex, sexual orientation, socioeconomic status, familial status, religion, age, disability, gender identity, gender expression, results of genetic testing/genetic information, service in the military, veteran status, or any other status protected by federal, state and local laws.  Diverse candidates are strongly encouraged to apply.  We value the many identities, perspectives, and experiences of all of our employees.

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  • Location
    Buffalo, New York
  • Department
    Customer Success
  • Employment Type
  • Minimum Experience