Kinetic - MDU Customer Success Manager

Kinetic provides high-speed broadband Internet, phone service, and Digital TV packages to residential customers as well as products and services for small, medium, and large businesses, and government agencies. www.GoKinetic.com

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About the Role
The Multifamily Customer Success Representative plays a critical role in expanding and retaining bulk adoption within our Multifamily (MDU) customer base. Serving as the primary post-sale relationship owner, you will ensure successful onboarding, drive ongoing engagement, and deliver measurable customer outcomes throughout the lifecycle of bulk agreements. Your focus will be on increasing service utilization, strengthening long-term partnerships, and driving renewals and expansions within assigned accounts.
Key Responsibilities
Bulk Launch & Onboarding
• Assume ownership of the property immediately following contract execution and lead the bulk launch process.
• Partner with construction, provisioning, marketing, and operations teams to ensure property readiness and on-time service activation.
• Develop and execute a bulk launch plan aligned with property timelines, resident move-ins, and ownership expectations.
• Coordinate resident communications, launch events, and onboarding materials to drive awareness and adoption.
• Ensure a smooth transition from sales to post-sale ownership, maintaining continuity and customer confidence.
Ongoing Customer Success & Relationship Management
• Serve as the primary relationship owner for property owners, management companies, and key stakeholders throughout the contract term.
• Establish regular touchpoints and business reviews to assess performance, address concerns, and align on success metrics.
• Monitor service performance, adoption rates, and customer satisfaction, proactively addressing risks and opportunities.
• Act as the escalation point for property-level issues and ensure timely resolution through cross-functional collaboration.
Adoption, Retention & Expansion
• Drive bulk service adoption by identifying usage gaps and implementing strategies to maximize resident participation.
• Educate property teams on product features, enhancements, and best practices that improve the resident experience.
• Identify opportunities for upgrades, renewals, and expansion of services within the existing bulk agreement.
• Support renewal discussions by demonstrating ongoing value, performance results, and ROI to ownership groups.

Qualifications
• Bachelor’s degree or equivalent experience required
• 5+ years of experience in customer success, account management, or post-sale account ownership roles
• Proven experience supporting bulk, contract-based, or enterprise customers; Multifamily (MDU) experience strongly preferred
• Knowledge of fiber-based telecommunications services or related technology solutions preferred
• Strong project management skills with the ability to manage multiple properties and timelines simultaneously
• Excellent interpersonal, written, verbal, and presentation communication skills
• Demonstrated ability to influence stakeholders and manage executive-level relationships
• Experience tracking success metrics, adoption KPIs, and performance dashboards
• Proficiency in Salesforce or equivalent CRM platforms
• Valid driver’s license with willingness to travel up to 50% within the assigned territory


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Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan

Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.


Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.


Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are con