Customer Growth Manager

KidKare is a growing software company offering a full-service Child and Adult Care Food Program (CACFP) software solution. We help centers plan menus, track attendance, and communicate with parents while ensuring timely CACFP reimbursement claims. Over 67,000 providers trust KidKare to maintain compliance with CACFP regulations. We operate as a 100% remote team.

About the role

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, often lacking time to explore new features or optimize software use. This role closes that gap at scale by ensuring new customers go live quickly and correctly, maintaining engagement through tech-enabled and templated outreach, and identifying opportunities for additional KidKare products or modules. Success in this role hinges on comfort operating at high account volume and rigorous adherence to established processes, with an emphasis on demonstrating software value efficiently.

Responsibilities

• At-Scale Onboarding: Lead standardized, templated onboarding for newly-signed accounts in assigned states. Configure customer environments, guide basic data setup, and confirm readiness to process claims independently using KidKare. Execute onboarding standards, playbooks, and quality expectations, escalating process gaps 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, using automated and personalized outreach to sustain engagement. Monitor account health indicators (usage, adoption, support activity, claim volume) and prioritize outreach to at-risk and high-opportunity accounts. Conduct renewal and pricing conversations, including communicating price adjustments, articulating value, and securing renewal commitments within approved pricing guidelines. Escalate pricing exceptions to Senior or Enterprise Customer Growth Managers.
• 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 to surface growth opportunities without individualized account planning. Develop 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 sponsor operations. Log, update, and document all account activity in KidKare's CRM and CS enablement tools (HubSpot, Monday, Notion, SharePoint). Use AI and automation tools to extend capacity across a high-volume book. Recommend improvements to onboarding templates, training materials, and outreach sequences. Partner with Support to route technical issues and manage escalations. Relay product and service improvement opportunities 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 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.

Skills

• 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.