Technical Customer Success

Kinobi AI
is a Singapore-based company dedicated to transforming higher education by helping universities go beyond just academics. We focus on holistic student success, leveraging AI-powered solutions to ensure that students are well-prepared for their careers. We're looking for individuals who share our vision and want to make a meaningful impact in the future of education.

Our purpose is to:

• Empower institutions to guide their beneficiaries toward meaningful employment opportunities through AI-driven solutions
• Demonstrate to the world that a global AI-powered B2B SaaS enterprise can be successfully built from Southeast Asia

About the Role

As a
Technical Customer Success
at Kinobi, you will be the primary partner for our global clients, helping them succeed through deep product knowledge, proactive support, and data-driven strategy. While your role sits within the Customer Success team, you'll be expected to understand the technical mechanics of our platform — enabling you to advise clients effectively, respond to product-related inquiries with confidence, and translate client feedback into actionable product insights.

This is a high-impact role ideal for someone with a strong customer-facing background who also thrives in understanding how technology works under the hood.

Job Description:

• Owning the end-to-end relationship with global clients from onboarding through value realization, feature adoption, renewal, and long-term retention.
• Acting as the first point of contact for day-to-day client interactions, while proactively guiding global clients to leverage the Kinobi platform effectively.
• Collaborating closely with Tech and Product teams to become a power user of the Kinobi platform — able to answer in-depth technical questions, troubleshoot common issues, and guide clients toward successful feature adoption.
• Relaying client feedback to Tech and Product, documenting reproducible issues, and tracking resolution progress through internal channels.
• Monitoring technical success metrics (e.g., adoption rates, feature utilization, and platform health) to spot and mitigate risks early.
• Leading Quarterly Business Reviews (QBRs) with both technical and non-technical stakeholders, reporting on product usage, support metrics, and roadmap alignment.
• Advising clients on best practices based on platform behavior, workflow optimization, and alignment with their tech stack.
• Supporting internal processes such as issue triaging, knowledge base documentation, and product testing from an Account Management (AM) lens.
• Identifying upsell opportunities based on client product usage, needs, or emerging interest in advanced features or customizations.
• Driving increased engagement and student activation within the platform by aligning Kinobi's value with institutional goals.
• Working alongside Sales to initiate renewal conversations early, ensuring a smooth process from an AM perspective.

Requirements:

• Bachelor's degree in Business, Information Systems, Computer Science, or related field.
• 3–5 years of experience in Account Management, Technical Customer Success, or Technical Advisor preferably in a B2B SaaS environment.
• Strong technical curiosity — you enjoy learning how things work, reading documentation, and solving platform-related challenges.
• Excellent communication and relationship-building skills, especially with C-level or technical stakeholders.
• Able to manage multiple client relationships, prioritize effectively, and maintain high attention to detail.
• Strong analytical skills with experience creating or presenting performance dashboards, usage reports, or KPI-driven summaries.
• Proven track record in client retention, platform adoption, and upsell contributions.
• Fluent in English, both spoken and written — all communication and meetings will be in English.

Bonus Points:

• Experience in the SaaS or higher education space
• Past collaboration with Product, Data, or Engineering teams
• Familiarity with global market