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Client Success Associate



Customer Service
United States
Posted on Tuesday, June 25, 2024

KickUp is looking for a Client Success Associate to join a team that is reimagining how school districts grow their most valuable asset: their people.

KickUp is on a mission to help every educator thrive throughout their career. Our platform helps educational leaders capture data about teacher growth and use it to drive better outcomes for students. We’re a growing team building a product used by tens of thousands of educators.

As a Client Success Associate, you will be instrumental in ensuring the success of our school district partners. You will work behind the scenes to enable our Client Success team and provide direct support to educators utilizing our platform. Your role will be critical in attending to the requirements of users spanning from individual classroom educators to district-level technology directors.

Why you should join KickUp

Our product is a robust, data-rich professional growth platform. We’re proud to maintain an exceptional customer NPS above 80 and establish ourselves as an emerging leader in the K12 professional growth software market.

We are a remote-first organization with high flexibility. We offer an extended holiday break, summer Fridays, and “Focus Fridays” – a day with limited Slack and meetings throughout the year. On a semi-annual basis, we gather for team on-sites.

Our team is humble, sharp, and user-focused with a unique blend of both mission driven and business smart qualities. We care about the work and are committed to each others’ success.

We’ve proven product-market fit, and still have a lot of growth ahead. Joining at this stage affords significant opportunities for growth alongside a team of peers.

About the Role

In the Client Success Associate role, you will:

  • Configure integrations with school district data files, ensure regular data synchronization, and flag any data anomalies.
  • Assist users on our platform by addressing their questions and referring to relevant help articles.
  • Analyze and surface trends based on customer support tickets.
  • Facilitate ongoing support for a cohort of small school district customers, using scaled communication methods like group training, email campaigns and data monitoring.
  • Provide support to Client Success Managers by assisting with specific configuration tasks.
  • Collaborate with a team of Client Success Managers and Account Executives (sales) to drive renewal and expansion efforts.
  • Engage with our Product, Engineering, and Marketing teams to share feedback that contributes to innovation and showcases success stories.
  • Occasional travel may be required.

About You

We are actively looking to add members to our team who will bring diverse backgrounds, new perspectives, and a willingness to challenge us to improve the work we do every day. We recognize that underrepresented groups may be less likely to apply to a role if they don’t meet 100% of the listed qualifications. We are committed to growth and we encourage you to apply if you meet a majority of the qualifications and this role is aligned with your career trajectory and interests.

You might be a good fit if you...

  • are a budding data guru. You like digging into spreadsheets and figuring out how to map data into different formats. You're experienced or interested in rostering and staff files and care about accuracy of data.
  • learn software quickly. Software excites you. You have a knack for learning new tools, can diagnose technical problems, and understand how to use software to meet varied needs.
  • are motivated by driving revenue growth and customer satisfaction. You demonstrate a sense of ownership and pride in both company and personal performance.
  • have strong written communication. You are attentive to tone, clarity, and brevity when writing to customers. You're particularly skilled at scaled customer communication techniques and processes.
  • are a problem-solver. You find joy in solving problems and making the work of others more efficient or effective. You respond to challenges in a persistent, solutions-oriented way.
  • are organized, efficient and detail-oriented. You can maintain momentum on multiple projects at once and are stimulated by a fast-paced environment.
  • share KickUp's values. You are both mission-driven and business smart. You regularly seek out, reflect on, and apply feedback. You collaborate effectively with others to implement solutions to shared challenges. You are comfortable with ambiguity and constantly adapting to new ideas.
  • have a team player attitude and contribute by working effectively with individuals of diverse backgrounds.
  • have a passion for supporting educators. You may have been in an education-focused setting or related field.

Position Details

  • This is a full-time position that can be performed anywhere in the United States.
  • Candidates must be legally eligible to work in the United States.
  • The salary range for this position is 50-70K, with growth potential, stock options, and future eligibility for variable compensation.