Customer Success Manager

Job description

About Kadince Kadince (pronounced cadence) is a fully remote software company founded in 2013. In a nutshell, we build tools to help compliance and marketing professionals at financial institutions do their jobs more efficiently. Kadince has been profitable for several years (we’re fans of making more than we spend). We’re bootstrapped, which means we don’t have investors. So our owners answer to no one. And they aren’t just giving us commands from their vacation homes waiting to cash their next check. They’re fellow team members and in the trenches with us. Why We’re Hiring After our team members, our customers are our most important focus. As our customer base grows, so does our team. We’re dedicated to giving each customer the best experience possible, which means having enough people to take care of all their needs. We’re growing quickly, and so are the needs of our customers. That’s why we’re increasing the size of our customer team. Who We Want to Hire To be a Kadince Customer Success Manager you should have at least 1 year of experience working in the financial industry. Ideally, you’ll have experience with community involvement, CRA, complaints, or marketing. You like working in the financial industry so much that you want to help others in this industry and bring them the tools they need to make a difference in their communities. You’re a compassionate person with a lot of empathy. Change doesn’t scare you. In fact, change excites you. You’re a self-starter and don’t need every moment of your day to be planned for you. You’re not afraid of feedback or accountability, and you love to learn from your team members. You have a desire to continually improve your listening and teaching skills. We love giving team members opportunities to improve their skills, whether through online courses, workshops, or learning from others. Our vision, mission, and core values should resonate with you. That’ll be crucial to your success and happiness if you join the Kadince team. Our Vision and Mission Our vision and mission aren’t something we hung on the office wall and forgot about. Seriously, we don’t have an office, let alone a wall to hang them on. But our vision, mission, and core values sit on the desks of each of our team members. And we discuss them regularly in our meetings. Your goals and Key Performance Indicator (KPI) will be developed to ensure you’re working to help us achieve our vision and mission. Our vision and mission are what get us up each morning. They, in addition to our core values, help us make decisions. Vision - Setting the standard for operating a great software company. We’re big fans of author Jim Collins and his best-selling book, Good to Great (bonus points if you’ve read it). While there are lots of good software companies out there, we want to be one of the great ones. The first word of our vision is also significant. To go “high school English class” on you, the present participle “setting” illustrates that we’re not looking to set the standard and then be done, but that the standard is always moving and we’re always chasing it. We continually stop to recognize the awesome things we’ve done and then look for ways to do them even better. Mission - Building the best community involvement software for financial institutions TM . As Jim Collins taught in his Hedgehog Concept (told you we think he’s great—pun intended), great companies need to determine what they can be the best at in the world and focus on that. There are so many things we could solve as a software company, but we’ve found what we think we can be the best in the world at and we stick to it every day. Our Core Values 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). Who You’d Be Working With We have over 50 team members (which makes us really happy since Kadince was started by two people in their basements). If hired, you’ll probably work with each team member in one way or another. Some of the people you’ll work with most frequently are: Brady is the Director of Customer Success. He’s been with Kadince since 2016 and has really helped take our customer team to the next level. Brady loves to run, especially on the mountain trails behind his house. He’s always pursuing the perfectly manicured lawn (he knows that makes him sound like an old person). Brady’s goal in life is to always grow and improve everything he does. In high school, Brady was known for making wicked Blizzards at Dairy Queen, so he’s the go-to guy for shake pointers. Jen is one of our awesome Customer Success Managers, so you’d work very closely with her. She’s been at Kadince since 2014, and she’s one of our most seasoned pros. She’s seen just about everything and loves to talk about how much Kadince has grown. If you were to visit Jen’s home in central Wisconsin you’d find dozens of repainted garden gnomes gnoming around the yard (or whatever gnomes do). Either Jen really loves those cute smiles and pointy hats or she has lots of buried treasure in her yard. You’d also find a magazine worthy flower garden! Her green thumb is formidable. Our CEO has spent the last 7 years trying to convince Jen to move to Utah to be closer to the rest of the team. Now that we’re fully remote, his argument holds no water! Amanda is one of our awesome customers-turned-Kadince-employees. (We have quite a few of those!) She loved Kadince so much at her financial institution she decided she wanted to help others learn to use it. Amanda lives in Florida and loves to be on the water. She’s ambidextrous and always tries to learn new things. If she could do anything, she’d start her own small business and travel the world. Hopefully someday we can cheer her on while she does just that! Benefits Since we’re a remote company, we don’t offer office snacks and ping pong tables. But if you’re a fan of “core benefits” that bring great rewards and peace of mind, you’ll like what we have to offer. Competitive pay, 401(k) matching, generous paid leave, insurance (medical, dental, vision, life, short-term disability), and a flex spending account. Yeah, it’s pretty great... And we love to spoil our team. We celebrate big events with you, like birthdays and work anniversaries, so you can expect some pretty fun gifts. We once sent some high-quality lip balm to each team member so we could all play a prank on Scott, our Director of Product. We’re fun like that. And this year we’re giving every team member the last week of the year off (we like to spread holiday cheer). How to Apply Applicants who stand out are those who are interested in working for Kadince, not just applying for as many positions as possible or trying to keep unemployment benefits. We’ve seen it all. No kidding, we once had someone ask us in an interview what the name of our company is. Needless to say, we could tell that person wasn’t really passionate about joining our team. When applying to Kadince, please send us PDFs of your resume and cover letter. The cover letter is your opportunity to tell us why you would be a great fit for the position, but should be no longer than 300 words. Take advantage of this time. Seriously, sell yourself! Thank you for your interest in Kadince. We look forward to reviewing your application. Kadince, Inc. is an Equal Employment Opportunity Employer. This position is open to candidates living in AL, AK, AZ, AR, CT, DE, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, NE, NV, NH, NM, NC, ND, OH, OK, PA, RI, SC, SD, TN, TX, UT, VT, VA, WV, WI, and WY.