Kahunaworkforce
Customer Success Manager - Enterprise
Houston, Texas, United States · Full-time
No sponsorshipDetected 13 days ago
Account ManagementProcurementCustomer SuccessLeadershipCommunicationCollaborationProblem SolvingPublic SpeakingOrganizational Skills
About the role
- You serve as a trusted advisor to executive and operational stakeholders, translating workforce strategy into measurable outcomes through structured Success Plans, executive reviews, and value-based engagement.
- Key Metrics NRR, GRR, renewal forecast accuracy, time-to-value, executive sponsor coverage, success plan completion and expansion contribution.
- Proactively map stakeholder influence across the customer organization, identifying relationship gaps and expanding executive engagement to reduce retention risk.
Responsibilities
- Kahuna's mission is to help enterprises build safer, more capable, and more competitive workforces through modern skills management technology.
- You partner closely with Implementation Specialists to ensure a seamless transition from implementation to long-term success.
- This role requires strong strategic account management skills, multi-threaded stakeholder engagement, and the ability to lead complex enterprise relationships across multiple sites, regions, and business units.
- Customer Value & Lifecycle Ownership Own the post-go-live customer lifecycle for assigned enterprise accounts, including adoption, value realization, retention, renewals, and expansion.
- Develop and maintain structured Success Plans aligned to customer business objectives, industry requirements, and executive priorities.
- Partner with customers to evolve workforce capability strategies through adoption of Kahuna best practices, industry expertise, and measurable business outcomes.
- Develop customer-defined business cases using the customer's own success metrics and ROI evidence, structured for their economic buyer and internal approval processes.
- Strategic Account Management Serve as the primary strategic advisor for enterprise customers, building trusted relationships across executive sponsors, operational leaders, and functional stakeholders.
- Lead executive-level business reviews and strategic value discussions, clearly articulating progress, outcomes, risks, and next-phase opportunities.
- Maintain deep understanding of customer organizational changes, initiatives, and priorities to proactively manage risk and identify growth opportunities.
Nice to have
- Bachelor's degree required
- Master's degree preferred (Business, Management, or related field)
Benefits
- Leverage AI-generated health insights, executive briefings, and customer intelligence while applying independent judgment to account strategy and customer engagement.
- Monitor customer health, usage, and outcome indicators, proactively addressing adoption risks and gaps.
Company info
- Customer Success plays a critical role at Kahuna by ensuring customers realize measurable business outcomes, achieve sustained adoption, and maximize long-term value from the Kahuna platform.
- Role Description As an Enterprise Customer Success Manager, you are the strategic owner of customer outcomes, value realization, and commercial success for Kahuna's largest and most complex enterprise customers.
- You are accountable for post-go-live adoption, retention, renewals, and expansion, ensuring customers achieve sustained value aligned to their business objectives.
- Ensure customers achieve measurable outcomes tied to safety, compliance, operational readiness, workforce capability, and training effectiveness.
Visa & Work Authorization
- Must be authorized to work in the U.S. without restrictions Education: Bachelor's degree required; Master's degree preferred (Business, Management, or related field)
- Key Metrics NRR, GRR, renewal forecast accuracy, time-to-value, executive sponsor coverage, success plan completion and expansion contribution.
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