Customer Success Manager

Job description

### **About Kenko** Kenko is an **AI-first SaaS company** transforming how fitness and wellness businesses operate and grow. We're backed by industry leaders from **Meta, GitLab, and Freshworks** and have raised **$3.2M in venture funding**. We're building in a large, rapidly evolving industry—and we're still early enough that every great hire can have a meaningful impact. ### **About the Role** As an **Account Manager / Customer Success Manager**, you will be a highly **customer-facing role**, owning the journey from **successfully live → successful, retained, and growing**. You'll work directly with business owners and operators to understand their businesses, help them get more value from Kenko, identify risks and opportunities, and proactively drive better outcomes. You'll combine **customer relationships, data, product knowledge, and commercial thinking** to help customers succeed. You'll also work closely with **Product, Engineering, Support, Sales, and Marketing** to represent the customer's voice and drive action internally. This is a role for someone who enjoys **customers, data, software, problem-solving, and making an impact.** ### **Role Details** - **Location:** Bengaluru, India — In-office - **Working hours:** 8:00 PM – 5:00 AM IST, aligned with US/PST hours - **Role type:** Full-time - **Function:** Post-Sales / Customer Success ### **What You'll Own** - Own the long-term relationship and success of a portfolio of customers. - Build trusted, **consultative relationships** with business owners and operators. - Monitor customer health, adoption, engagement, and business outcomes. - Identify churn risks and proactively create plans to address them. - Use customer and product data to identify risks, opportunities, and areas for improvement. - Help customers discover new ways to use Kenko and drive deeper product adoption. - Translate customer feedback into clear, actionable insights for Product and other teams. - Work cross-functionally to solve customer problems and drive initiatives to completion. - Identify patterns across customers and turn them into better processes and playbooks. ### **What We're Looking For** - **2+ years of experience** in Customer Success, Account Management, or another consultative customer-facing role, preferably in SaaS. - Experience working in a **fast-paced environment** with meaningful ownership. - Strong **customer-facing and consultative communication** skills—you can uncover problems, challenge assumptions, influence decisions, and build trust. - Strong analytical skills and genuine comfort with **data and metrics**. - Genuine curiosity about **AI, SaaS, and software**. You enjoy learning products deeply and understanding how they create value. - Strong commercial awareness and an understanding of the relationship between **customer value and retention**. - Excellent cross-functional communication and the ability to influence without authority. - A **customer-first mindset**, high ownership, and a bias toward action. - Ability to manage multiple customers and priorities while staying proactive. ### **What You'll Get at Kenko** - **Real ownership:** You're responsible for customer outcomes, not just account management. - **AI + SaaS exposure:** Work at the intersection of AI, SaaS, and a rapidly evolving industry. - **Direct customer impact:** Work closely with entrepreneurs and business owners and help them build better businesses. - **A voice in the product:** Your customer insights will help shape what we build. - **Fast growth:** Take on larger customers, strategic initiatives, and broader responsibilities as you grow. - **Build, don't just maintain:** We're early, so you'll have the opportunity to create processes, test ideas, and shape how Customer Success works at Kenko. - **Performance bonus** tied to your impact and performance. - **Night shift allowance** for our US-aligned working hours. - **Plenty of paid leave**, including dedicated period leave for women employees.