
Senior Customer Advocate
1 day ago
Kovai.co is a catalyst, sparking innovation in enterprise software and B2B SaaS.
We empower over 2500 businesses with our award-winning solutions.
Our Products:
- Biztalk360
- Turbo360
- Document360
A remarkable journey of exponential growth and profitability since inception.
On track towards $30 million in annual revenue – and growing.
Fueled by a tribe of thoughtful helpers, obsessed with customer success, colleague empowerment, and personal growth.
Redefining technology is our mission.
We're building the world's most powerful knowledge base platform for SaaS companies and enterprises at Document360.
Trusted by global brands like Puma, HP, and Fortune 500 companies, we help centralize, scale, and deliver knowledge with clarity and control.
Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) above industry benchmarks.
Hiring a Senior Customer Success Manager to elevate customers and teams.
You'll own customer outcomes, be accountable for churn and expansion KPIs, and play a key role in scaling success across Document360's customer base.
Work with forward-thinking product and operations teams guiding them from adoption to real success.
Opportunity: Drive Customer Success
What you'll do on the job:
- Guide strategic customers toward achieving business goals with Document360.
- Drive retention and expansion through churn and expansion KPIs.
- Engage with decision-makers and champions to align expectations and outcomes.
- Run structured customer success motions and iterate where needed.
- Surface churn risks, usage gaps, or misalignment before they become issues.
- Mentor junior CSMs, upleveling the team's skill, judgment, and strategic posture.
- Influence product and roadmap by synthesizing trends and relaying customer feedback.
Required skills and qualifications:
- 3-6 years of experience in B2B SaaS Customer Success, Account Management, or Consulting.
- Owning and moving the needle on churn and/or expansion KPIs in a prior role.
- Aligning usage with business value.
- Savvy with prompt engineering and tools like ChatGPT, Perplexity, or GenAI platforms.
- Leading value-based conversations with senior stakeholders.
- Operating in ambiguity, proactive, structured, and emotionally intelligent.
- Experience with Gainsight, Catalyst, Totango, ChurnZero, SmartKarrot, or similar.
Why choose us?
- NRR and GRR outperform industry benchmarks driven by a product customers love and a CS team that delivers.
- Trusted by Fortune 500 brands, fast-growing SaaS companies, and knowledge-centric organizations globally.
- A resourced, respected, and growing CS org with autonomy and coaching.
- We believe in systems, not heroics, you'll scale processes, not fight fires alone.
- Equal opportunities for everyone to build a successful career.
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