Customer Success Manager

About the Role We're looking for a Customer Success Manager to own the client experience at KYRO AI. As we grow, we need someone focused entirely on making our clients successful — from onboarding and training to day-to-day support, billing coordination, and proactive relationship management. This is not a passive account management role. You'll be the primary point of contact for our clients. When something breaks, you're the first person they reach out to. When we ship a new feature, you're the one making sure they know about it and can use it. When an invoice needs to go out or a payment needs to come in, you're coordinating with our AR team to make it happen. You'll work closely with our product and engineering teams. You'll triage support tickets, escalate technical issues, and bring client feedback directly into our product roadmap. You'll have real influence on what we build next because you'll be closest to the people using it. What You'll Do Client Support & Communication Be the first point of contact for all client communication — emails, calls, tickets. Triage incoming support tickets, respond to clients, and loop in engineering for technical issues. Manage the support portal and maintain the knowledge base with up-to-date support articles. Run standing check-in calls with key accounts and proactively reach out to identify issues before they escalate. Client Onboarding & Training Lead onboarding for new clients — coordinate account setup with engineering, run training sessions, create and maintain training documentation. Develop and update job aids, how-to guides, and end-user videos as the product evolves. Ensure clients are set up for success from day one and have the resources to self-serve. Billing & Account Administration Set up and manage client billing through Stripe — auto-debit, invoicing, payment configuration. Coordinate with AR to ensure invoices go out on time and payments are collected. Track contracts, POs, and license renewals. Flag upcoming renewals and follow up proactively. Webinar & Demo Support Support the webinar program — handle attendee follow-up, prospect qualification, and scheduling. Assist with product demos as needed for key prospects or existing client expansion. Quality Assurance Test new builds and bug fixes before they reach clients. Verify that reported issues are actually resolved. Act as the client's advocate internally — if something isn't ready, flag it before it ships. Product Feedback Loop Document feature requests from clients and route them to the product team. Provide structured client feedback that informs product roadmap decisions. Write one blog post per week (or as needed) about current features, client use cases, or product updates. Skills Proven experience in project management and account management within SaaS or financial services environments. Strong communication skills with the ability to convey technical information clearly and persuasively. Expertise in Salesforce or similar CRM platforms for managing customer relationships effectively. Knowledge of sales strategies and the ability to support sales efforts through customer engagement. Familiarity with customer relationship management best practices and customer service excellence. Analytical skills to interpret data insights and make informed decisions that enhance client success. Understanding of marketing principles relevant to client engagement and retention strategies. Join us as a Customer Success Manager and be part of a vibrant team dedicated to empowering clients through innovative solutions! Your energy, expertise, and enthusiasm will help shape memorable experiences that foster loyalty and drive mutual success. What We're Looking For Required 1-2 years of experience in customer success, account management, client services, or a related client-facing role. Strong written and verbal communication skills. You'll be writing support articles, training docs, and client emails daily. Comfortable with variable workload — some weeks are steady, some weeks are intense. You need to handle both. Organized and detail-oriented. You'll be tracking tickets, renewals, invoices, and follow-ups across multiple clients simultaneously. Comfortable with technology — you'll learn a SaaS platform quickly and explain it to clients who may not be tech-savvy. Preferred Experience with SaaS products — onboarding clients, managing accounts, using support ticketing systems. Background in or familiarity with the utility, energy, or construction industry. Understanding storm restoration, field crews, or contractor workflows is a significant advantage. Experience with Stripe or similar billing platforms. Familiarity with support tools, knowledge base platforms, and CRM systems. Nice to Have Experience writing customer-facing content — help articles, blog posts, training guides. Basic understanding of how software development teams work (sprints, releases, bug tracking). Spanish language skills (helpful for some client interactions in Texas). Why KYRO You'll own the client experience end to end. There's real room to shape the processes, tools, and cadence that define how KYRO supports its clients. Direct impact on clients in an industry that matters. When storms hit, our platform helps get the lights back on faster. Small team, big ownership. You'll work directly with the Product Lead, engineering, and marketing — not through layers of management. You'll influence the product. The feedback you bring from clients directly shapes what we build next. Growth opportunity. As KYRO grows, this role grows with it — into a team lead, a CS operations role, or wherever your strengths take you.

Pay:

$55,000.00 - $65,000.00 per year

Benefits:

Paid time off Work from home Application Question(s): Have you worked with any of the following: SaaS platforms, Stripe/billing tools, support ticketing systems (Intercom, Zendesk), or knowledge base management? A client emails you on a Friday afternoon saying their team can't submit timesheets and they have a Monday deadline. You don't know the answer. What do you do?

Experience:

Customer Success:

1 year (Preferred)

Location:

McAllen, TX 78503 (Preferred) Ability to

Commute:

McAllen, TX 78503 (Preferred) Willingness to travel: 50% (Preferred)

Work Location:

In person