NA Customer Success Manager
Kickstart is the Mountain West's first seed fund, founded in 2008, investing in bold, early-stage founders building companies in Utah, Colorado, and the broader Mountain West region.
About Kickstart
Kickstart is an early-stage venture capital firm founded from a trailer in New Mexico during a recession, focused on backing overlooked and outlier founders in Utah, Colorado, and the greater Mountain West territory, including Arizona, Idaho, Montana, and New Mexico. The firm typically leads pre-seed, seed, and occasional Series A rounds, setting terms, syndicating rounds, and taking board seats. Kickstart positions itself as local (with offices in Utah and Colorado), generalist in its investment approach across the innovation stack, and focused on the earliest stages of company formation. Since its founding, it has raised multiple funds (from Fund 2 at $26M up to Fund 6 at $175M) and built a network of entrepreneurs, operators, and investors across the region, serving early-stage startup founders as its primary clients.
Skills
About the Role
You'll act as a trusted advisor to a portfolio of strategic accounts, gaining a deep understanding of each customer's unique business objectives. You'll master the Lucid Suite so you can design, demonstrate, and embed custom workflows that solve complex customer problems. You'll create and execute long-term adoption strategies to ensure companies maximize their ROI and reach their business goals. You'll build trusted relationships across complex corporate hierarchies, cultivating product champions and deep enterprise partnerships. You'll partner with Account Teams, Professional Services, and GTM leadership to deploy change management strategies and optimize internal processes. You'll manage a portfolio of accounts, prioritizing engagement and coordinating multiple workstreams to drive retention and expansion. You'll conduct regular business reviews to uncover priorities and solve systemic roadblocks, and you'll lead cross-functional initiatives to enhance the customer experience. You'll also travel for on-site customer visits each quarter to deepen key account partnerships.
Requirements
- Bachelor's degree with strong academic performance
- At least 2 years of experience in Customer Success, Consulting, or similar customer-facing roles with exposure to navigating large corporate or enterprise environments
- Ability to be consultative and identify opportunities for Lucid to attach to key customer outcomes
- A sharp technical curiosity and the drive to become a subject matter expert across the entire Lucid Suite
- Excellent organizational and prioritization skills with a proven ability to manage multiple competing workstreams effectively
- A proven ability to independently lead strategic initiatives, pulling in cross-functional resources
- Strong written and verbal communication skills, including the ability to deliver technical presentations to non-technical audiences
- Proficiency using modern Customer Success platforms and CRMs (e.g Gainsight, Salesforce, Gong, etc.)
- This position is hybrid, combining remote work with in-person collaboration at the South Jordan office two days per week (Tuesday and Thursday)
- Prior experience managing or supporting a complex enterprise-level book of business (preferred)
- Familiarity with change management methodologies or digital transformation initiatives (preferred)
Responsibilities
- Master the Lucid Suite to design, demonstrate, and embed custom workflows that solve complex customer problems across a variety of use cases
- Create and execute long-term adoption strategies that ensure companies are consistently maximizing their ROI and achieving their business goals
- Build trusted relationships across complex corporate hierarchies, strategically navigating organizations to cultivate product champions and deep enterprise partnerships
- Partner with Account Teams, Professional Services, and GTM leadership to deploy change management strategies, product advocacy, and optimized internal processes
- Manage a portfolio of accounts, prioritizing engagement based on need, coordinating multiple workstreams, and driving core retention and expansion indicators
- Conduct regular business reviews to uncover customer priorities, solve systemic roadblocks, and drive ongoing adoption
- Lead cross-functional initiatives to enhance the customer experience, resulting in higher satisfaction and loyalty
- Travel for at least 2 on-site customer visits per quarter to deepen key account partnerships