Customer Success Manager - Enterprise

About Kahuna Workforce Solutions

Kahuna is an enterprise SaaS platform redefining how organizations manage workforce capabilities. We empower leaders in Energy, Field Service, Healthcare, and Manufacturing to align talent with business goals through validated skills intelligence. With our modern Skills Management application, organizations gain visibility, ensure compliance, optimize training ROI, and scale operational excellence.

Position Overview

As a Customer Success Manager - Enterprise, you will be the primary point of contact for our largest enterprise customers. Your main goal will be to foster strong customer relationships, ensure the successful implementation of our solutions, and drive user adoption and engagement. You’ll be expected to leverage your understanding of the customer’s business objectives to create value and deliver tangible results through Kahuna's platform.

You will collaborate closely with Sales, Product, and Implementation teams to ensure a holistic approach to customer support, maximizing the value our customers derive from Kahuna.

Key Responsibilities

• Stakeholder & Program Management – Build and maintain strong, trust-based relationships with key stakeholders in enterprise accounts, serving as their advocate and trusted advisor. Develop and maintain multi-threaded relationships from frontline leaders to C-suite champions.
• Value-Based Account Management – Develop and execute customer success plans tailored to customer objectives, identifying opportunities for growth and upselling additional services.
• Implementation Oversight – Oversee the implementation process, coordinating with various departments to ensure timely delivery of services and compliance with customer expectations.
• User Adoption & Engagement – Proactively identify renewal risks and expansion opportunities with a structured, insight-driven approach.
• Retention & Expansion – Track and analyze key performance metrics, presenting insights to customers about their platform usage, and recommending actionable steps to improve outcomes.
• Feedback & Continuous Improvement – Gather customer feedback and collaborate with internal teams to facilitate product improvements and enhancements, ensuring alignment with customer needs.
• Customer Advocacy – Serve as a voice of the customer internally, contributing insights to drive continuous improvement in product and service quality.
• Cross-Functional Collaboration – Work closely with Sales, Implementation, Marketing, and Product teams to align strategies and ensure co-ordination on account management initiatives.

Qualifications

• 5+ years of experience in customer success, account management, or related enterprise client-facing roles, preferably in a SaaS environment.
• Strong understanding of enterprise customer needs and the ability to create customer success strategies that align with business objectives.
• Demonstrated success in driving customer engagement, satisfaction, and retention.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of an organization.
• Project management skills, with the capacity to manage multiple projects and deadlines simultaneously.
• Analytical mindset, with the ability to leverage data to inform strategies and drive decisions.
• Proficient in using CRM tools and other CS software relevant to customer success management.
• High level of comfort with technology and eagerness to learn new software applications.

Preferred Qualifications

• Experience working with enterprise clients in the technology, energy, or healthcare sectors.
• Background in training or education with experience designing and delivering training programs.
• Knowledge of workforce development processes, methodologies, and tools is a plus.
• Certifications in Customer Success Management or Project Management are a plus.

Competencies

• Strategic Thinking | Value Orientation | Customer Empathy
• Results-Driven | Multi-Stakeholder Influence | Process Discipline
• Adaptable | Collaborative | Trust Builder

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Hybrid Work
• Wellness Resources
• Stock Option Plan

Why join Kahuna?

• Impactful Work – Drive workforce transformation in enterprise organizations.
• Collaborative Team Culture – Work with passionate, customer-focused professionals.
• Professional Growth – Gain expertise in SaaS, enterprise implementations, and workforce technology.
• Hybrid Work Environment – Flexibility with occasional travel for key customer engagements.

Administrative Details

• Location: Houston, Texas (Hybrid work environment)
• Travel: When necessary
• Employment Type: Full-Time
• Work Authorization: Must be authorized to work in the U.S. without restrictions
• Education: Bachelor’s or Master’s in a relevant field
• Experience: 3+ years in Customer Success, Implementations, or Enterprise Cloud SaaS