Customer Growth Manager

KidKare is a growing software company, with a big heart and an even bigger vision – all thanks to the great people who work here. We offer a full-service Child and Adult Care Food Program (CACFP) software solution that helps centers plan menus, track attendance, and communicate with parents, all while claiming CACFP reimbursements on time. Today, more than 67,000 providers trust KidKare to keep them compliant with CACFP regulations. We are a 100% remote operation.

Position Summary

The Customer Growth Manager owns the full customer lifecycle — onboarding, retention, renewal, and expansion — for several hundred of KidKare's smallest sponsor accounts, assigned by state.

In the CACFP market, sponsor organizations are resource-constrained and focused on growing their own agencies. They rarely have the time to explore new features or optimize how they use their software. This role closes that gap at scale: getting new customers live quickly and correctly, keeping them engaged through tech-enabled and templated outreach, and surfacing the moments where an additional KidKare product or module would help them grow.

Success in this role looks less like deep individual account planning and more like disciplined execution across a large book. The two things that matter most are comfort operating at high account volume and rigorous adherence to established process. The ability to demonstrate software value quickly — in a 30-minute call, not a three-week engagement — is paramount.

Primary Responsibilities

At-Scale Onboarding

• 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.

At-Scale Retention & Renewal

• 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.

Growth & Expansion

• 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.

Process, Tooling & Knowledge

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Core Competencies

• At-Scale Account Management

• Process Adherence & Execution Discipline

• Consultative Selling & Growth Identification

• Customer Onboarding & Training

• Data-Driven Prioritization

• Written & Verbal Communication

• CRM & Tooling Proficiency

Success Measures

Performance in this role will be evaluated on:

• Gross and net revenue retention across the assigned portfolio

• Renewal rate and on-time renewal completion

• Expansion revenue closed against assigned quota

• Onboarding completion rate and time-to-live for new accounts

• Portfolio engagement coverage — percentage of accounts touched per cycle

• CRM data hygiene and adoption of automation/AI tooling to manage the book