Customer Growth Manager

KidKare is a remote software company providing a Child and Adult Care Food Program (CACFP) solution for care providers and sponsor organizations. The Customer Growth Manager owns onboarding, retention, renewal, and expansion for a high-volume portfolio of small sponsor accounts, using standardized processes, outreach, training, and CRM tools to drive customer engagement and revenue growth.

Responsibilities:

• Lead standardized, templated onboarding for newly-signed accounts in assigned states
• Configure customer environments, guide basic data setup, and confirm customers are ready to independently process claims using KidKare
• Execute against the onboarding standards, playbooks, and quality expectations set by the Enterprise Customer Growth Manager, escalating process gaps or edge cases rather than creating one-off approaches
• Deliver group and self-serve training to move customers to competence efficiently
• Serve as the primary KidKare point of contact for an assigned portfolio of several hundred small accounts
• Own retention and renewal outcomes across the portfolio, pairing automated and personalized outreach to sustain engagement at volume
• Monitor account health indicators (usage, adoption, support activity, claim volume) and prioritize outreach toward at-risk and high-opportunity accounts
• Conduct renewal and pricing conversations, including communicating price adjustments, articulating value against cost, and securing renewal commitments within approved pricing guidelines
• Escalate pricing exceptions and non-standard terms to the Senior or Enterprise Customer Growth Manager
• Proactively identify and close upsell and cross-sell opportunities across the portfolio, meeting or exceeding an assigned expansion quota
• Execute outreach sequences and campaigns that surface growth opportunities without requiring individualized account planning for every customer
• Develop working fluency in KidKare's product lines and match customer goals to relevant capabilities
• Forecast expansion and retention activity and communicate progress clearly to your manager
• Build in-depth working knowledge of the Child and Adult Care Food Program (CACFP) and of how sponsor organizations operate
• Consistently log, update, and document all account activity in KidKare's CRM and CS enablement tools (HubSpot, Monday, Notion, SharePoint)
• Use AI and automation tooling to extend personal capacity across a high-volume book
• Recommend improvements to onboarding templates, training materials, and outreach sequences based on patterns observed across the portfolio
• Partner with Support to route technical issues appropriately and manage escalations to a clean resolution
• Relay product and service improvement opportunities back to the Product team

Requirements:

• 2+ years in Customer Success, Account Management, Onboarding, or Inside Sales
• preferably in a SaaS environment
• Direct experience managing a high volume of accounts simultaneously with varying levels of engagement
• Exposure to identifying and advancing upsell or cross-sell opportunities, with the appetite to carry a quota
• Strong organizational skills and demonstrated discipline in following standardized workflows
• Strong written and verbal communication skills, with the ability to tailor messaging across varying stakeholders
• Technically capable, with patience for customers who are not
• Self-motivated, proactive, and comfortable working independently
• Demonstrated track record of closing upsell or cross-sell revenue against a quota
• Experience with CACFP, federal benefit programs (SNAP, WIC, Head Start), or USDA guidelines
• Experience onboarding or training customers on software
• Experience using AI tools to manage customer relationships or workflows at scale
• Experience in a scaled / digital / pooled customer success model
• Bachelor's degree
• preferably in Marketing, Business, Communications, or a related field