Customer Growth Manager

Customer Growth Manager Abous Us 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