Customer Success Manager

Role Overview

We’re looking for a hands-on Customer Success Manager to onboard, train, and support our customers as they adopt our renovation and property optimization platform. You’ll be the front line of our customer experience- making sure every user gets activated quickly, sees value fast, and has a partner they can count on as they scale with us. If you love helping customers win, solving problems in real time, and moving fast in a startup environment, this role is for you.

What You’ll Do

• Own the post-sale onboarding experience from kickoff to first success milestone

• Train customers on platform workflows and best practices, ensuring strong early adoption

• Serve as the day-to-day point of contact for users- answering questions, resolving issues, and guiding them toward value

• Proactively monitor customer health, usage patterns, and engagement to prevent churn before it starts

• Deliver fast, thoughtful support via chat, email, phone, and video

• Gather customer feedback and collaborate with Product and Engineering to improve the platform

• Create and continuously improve playbooks, guides, FAQs, and onboarding materials

• Track key KPIs (activation, adoption, NPS, support SLAs) and report on customer outcomes

• Become a product expert and help customers get the most out of our features

• Work closely with Sales for seamless handoffs and aligned expectations

What We’re Looking For

• 2–5 years in Customer Success, Support, Account Management, or Implementation (SaaS experience a plus)

• Excellent communicator who loves working directly with customers

• Strong problem-solver who can stay calm, organized, and resourceful under pressure

• Comfortable juggling multiple accounts, personalities, and priorities in a fast-paced environment

• Product-minded- you’re curious, you learn fast, and you like teaching others

• Tech-savvy and fluent with modern tools (CRM, CS platforms, ticketing systems, workflow tools)

Nice to Have

• Experience in proptech, high-touch platforms, transactional models, or renovation workflows

• Startup or high-growth SaaS background

• Comfort training users who aren’t always “tech-first” (contractors, field operators, etc.)

Why Join Us

At Kai, we’re making property renovation effortless, predictable, and designed for life. You’ll join a fast-moving team with a huge market opportunity, a mission that matters, and a product customers truly need. You’ll have the chance to shape our customer experience from the ground floor- and grow your career as we scale.