Associate Customer Success Manager, Scale

Kaleidoscope Group PBC • Full-time • Minneapolis, Minnesota, United States • 1m ago

Who Are You?
You are a problem-solver first and a relationship builder second. You thrive in fast-paced environments where technical troubleshooting and customer support are your bread and butter. You have the startup adaptability to work in evolving processes and the customer empathy to maintain strong relationships without needing extensive strategic planning. You balance efficiency with genuine care, and you're equally comfortable diving into support as you are helping customers find success using technology. You see customers as partners in solving problems, not just accounts to manage. You're ready to build with your team and grow with the company.
If this describes you, Kaleidoscope is thrilled you're here.

Who Are We?
We're re-imagining the role of technology in the scholarship space. Millions of capable students face financial barriers, while organizations wanting to help often lack the infrastructure to do it effectively. We provide the tools, services, and support organizations need to launch and operate world-class scholarship programs. Our customers range from established foundations to corporations building community impact and future workforce, to individuals creating their legacy - and we're expanding into entirely new markets. We're not just building software; we're supporting our partners in creating opportunity. If you care about impact and want to be part of a team moving the needle on real problems, this is the place. In 2025, we were awarded the best scholarship management software and top 50 EdTech software on G2.

Learn more at www.mykaleidoscope.com.

Position Summary
The  (Associate Customer Success Manager, Scale) owns the full relationship for a scaled portfolio of self-service accounts - handling day-to-day support and problem resolution while also being accountable for renewal and expansion outcomes, tied to NRR and GRR.

What makes this role distinctive is its full ownership of the account relationship at scale. You are the primary owner of your portfolio, accountable for renewal and expansion outcomes as well as day-to-day support - Account Managers stay involved for complex commercial terms and contracting, but you drive the relationship: resolving issues quickly, keeping customers self-sufficient, and proactively managing the path toward renewal and growth. Success in this role means more than closing tickets quickly or hitting a renewal number in isolation – it means customers reach genuine self-sufficiency and continue or expand their investment in Kaleidoscope, because you managed both the day-to-day experience and the commercial relationship well.

Your primary responsibilities include handling customer requests through email and support tickets, providing thoughtful troubleshooting, client journey management, and strategically escalating to specialized teams (Product, Engineering, Strategic CSMs) when needed. You'll partner with Account Managers on complex commercial terms and contracting, but you own the renewal and expansion conversation directly with your customers - alongside making sure they have what they need to succeed day to day. As we refine how support and customer success work together, your role may evolve, and your insights about what's working, what needs adjustment, and how we can scale and serve customers will inform how we evolve. This is a hybrid role based in our Minneapolis office—3 days on-site, 2 days remote.

Position Responsibilities
Support & Issue Resolution (Primary Focus)

Triage and resolve support requests through Intercom with rapid response times and high-quality resolutions
Handle technical troubleshooting, process questions, and general platform questions independently
Maintain detailed ticket documentation to ensure context and continuity
Escalate appropriately to Product, Engineering, or other teams when issues fall outside support scope
Provide proactive, empathetic communication about issue status and resolution timelines
Use AI-generated ticket summaries and suggested responses as a starting point, editing and contextualizing every reply before it reaches a customer

Self-Service & Knowledge Base Development

Contribute to knowledge base by identifying common questions and writing help articles
Build inline product walkthroughs and contextual help to reduce support volume
Test and improve AI-assisted support responses, identifying gaps and opportunities
Surface product patterns and feature requests to the Product team
Use recurring ticket patterns to build self-service fixes (help articles, in-app guidance, AI chat assistant guidance) instead of answering the same question repeatedly

Customer Health & Collaboration

Manage Customer Journey Lifecycle with leading technology tools
Monitor customer health through ticket patterns and engagement metrics
Communicate proactively with Account Managers about account health and escalations
Collaborate with internal teams on customer issues and product improvements
Track whether assigned customers are becoming self-sufficient over time (declining repeat contacts, growing self-service usage, positive customer feedback) as the real measure of success, not just tickets closed
Own and manage renewal and expansion conversations directly with customers, looping in Account Managers for complex commercial terms and contracting

Renewal & Expansion Ownership

Own renewal and expansion outcomes for your assigned portfolio, measured against NRR and GRR targets
Understand each customer's budget cycle, procurement process, and approval chain for renewals and expansions
Time commercial conversations effectively — knowing when to shift from a support or trusted-advisor conversation to a commercial one
Build simple business cases for continued or expanded investment, grounded in the customer's own usage, goals, and success metrics
Navigate the distinction between the day-to-day user, the internal champion, and the economic buyer, engaging each with the right conversation at the right time

Team & Company Responsibilities

Meet performance targets for response time, resolution time, customer satisfaction, customer self-sufficiency, and portfolio-level NRR/GRR
Collaborate with teammates to share best practices and process improvements
Serve as a culture champion of Kaleidoscope, working in accordance with company policies and values
Maintain reliable attendance and perform other duties as assigned
Hybrid role: 3 days per week in our Minneapolis office, 2 days remote

Required Qualifications

Experience with support platforms a plus (Intercom, Zendesk, or similar ticketing/live chat systems) or demonstrated ability to quickly learn support tools
Strong technical troubleshooting skills with ability to solve problems independently
Excellent written and verbal communication skills
Ability to prioritize effectively when managing multiple support requests
Ability to work in a fast-paced startup environment with evolving priorities
Comfort using AI tools to draft, summarize, and triage support communications, with sound judgment to review and edit AI-generated content for accuracy and tone before it reaches a customer
Comfort holding commercial conversations with customers — discussing renewal timing, budget, and the value delivered to date
Proficiency with Microsoft Office Suite
Ability to pass a background check
Authorized to work in the US for any employer

Preferred Qualifications

2+ years of customer support or customer success experience in a software or tech environment
Bachelor's degree or higher
Experience with Salesforce or similar CRM platforms
Experience with AI-powered support or customer success tools (e.g., AI-assisted ticket triage, suggested responses, health scoring)
Experience with scholarship, grant management, nonprofit technology, or education sector software
Experience building or contributing to knowledge bases or support documentation
Startup or scale-up experience in a high-growth environment

What We'll Deliver
Tools & Resources

Support and retention platforms with AI capabilities
Salesforce CRM for customer context
Clear playbooks and processes for common support scenarios
Regular training on product features and best practices

Professional Development

Customer support training and enablement
Scholarship and grant industry training
Mentorship from experienced support and customer success team members
Regular feedback and coaching
Clear visibility into team metrics and performance

Culture & Benefits

Fast-paced, high-growth, mission-driven team
Competitive pay and benefits package including:
Medical, dental, vision coverage
401(k) with company match
Paid parental leave policy
Flexible PTO
And more!

Our Mission
Our mission is to eliminate financial barriers to advancement by mobilizing philanthropic dollars to support students in need. Every day, we're working to connect capable students with the funding they need to reach their potential - and helping organizations create meaningful scholarship programs that change lives.

Equal Opportunity Employer
Kaleidoscope is an equal opportunity employer. We're committed to building a diverse team because varied perspectives help us better serve our customers, partners, and scholars from every background. We welcome applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

Salary Range - $50k to $55k