Senior Customer Success Manager

Role Description

As a Senior Customer Success Manager, you will guide utilities through a deeply intentional, outcome-driven value realization journey. You will take ownership post-implementation, multithreading across each account and engaging users, program managers, and executive sponsors to build strong alignment and measurable progress.

You'll create shared success plans, manage change across people, process, and communications, and ensure every customer interaction is purposeful — not just time spent, but value delivered. Your goal is to ensure Klir becomes a trusted, adopted, and indispensable operational hub across every level of the utility.

As our Customer Success team scales and takes on larger, more complex accounts, this role has real potential to grow into ownership of one of our flagship strategic relationships.

Your primary success metrics include: Net Dollar Retention, Gross Dollar Retention, Time to Value, Success Plan completion, value realization milestones, customer health, customer adoption, and qualified expansion opportunities.

Responsibilities:

Post-Implementation Ownership

• Own the customer relationship immediately following implementation
• Build continuity, trust, and deep account knowledge beyond onboarding
• Serve as the long-term strategic partner across multiple stakeholder levels

Value Realization & Success Planning

• Build and maintain shared Success Plans with clear outcomes, timelines, and responsibilities
• Drive customers through a structured value journey tied to measurable progress
• Ensure utilities understand what value will be delivered, how it will be achieved, and how it will be measured
• Communicate Klir’s Product Roadmap consistently to customers and act as a voice of the customer internally

Multithreading & Strategic Relationships

• Develop strong, multidimensional relationships across each account
• Engage users, supervisors, program managers, and executive sponsors
• Tailor communication and engagement to each stakeholder group’s goals and perspectives

Structured Change Management

Lead customer adoption through a practical change management framework focused on:

• Process: Understanding and aligning Klir to real-world workflows and SOPs
• People: Delivering role-specific enablement, training, and adoption strategies
• Communications: Ensuring clear internal messaging around:
• • Why Klir is being adopted
  • What will change
  • When teams will be impacted
  • Who is responsible
  • How to get training and support

Customer Enablement & Adoption

• Deliver thoughtful, outcome-focused enablement and training
• Identify and resolve blockers to adoption by being a Product expert
• Use data and insights to guide engagement, usage, and behavior change

Renewals & Expansion

• Lead renewal conversations with POCs and executive buyers
• Identify value-aligned expansion opportunities and partner with Sales to pursue them

Risk Management

• Monitor account health and proactively identify risk signals
• Build and lead action plans to mitigate risk and protect long-term value

Intentional Customer Engagement

• Ensure every touchpoint is purposeful and aligned to value, outcomes, or next steps
• Move beyond check-ins toward strategic discussions that demonstrate impact
• Continuously highlight how Klir supports efficiency, effectiveness, and workforce satisfaction

Requirements (Sound like you?)

Experience

• 5+ years in Customer Success (Strategic/Enterprise CSM, Professional Services, or Implementation) — required. You don't need to have spent all five years in a senior-level CSM role, but you should have held a senior-level role previously.
• Experience with enterprise clients required; direct experience in highly regulated industries, government, or utilities is a strong asset.

Skills & Attributes

• Strategic thinker with strong execution capabilities
• Skilled in guiding post-implementation customer journeys
• Strong experience in change management across process, people, and communications
• Excellent at building multithreaded relationships
• Great communicator who brings intentionality and clarity to every conversation
• Comfortable becoming a genuine product expert — confident demoing software and working through issues live with customers
• Commercially minded, with a solid grasp of revenue outcomes and renewal ownership
• Curious and creative about applying AI tools to your day-to-day work
• High accountability, an ownership mentality, and no ego — ready to roll up your sleeves
• Empathetic, customer-centered, and mission-driven, with genuine care for customer outcomes
• Resourceful, action-oriented, and thrives in fast-moving environments

Our Commitment To You

Meaningful Impact

You’ll be helping to transform how water utilities operate and support the sustainability of a vital global resource.

Hybrid Flexibility

Working in a hybrid model with your home base in Toronto, collaborating in person while benefiting from remote flexibility.

High-Performance, High-Heart Culture

We take our mission seriously—but we believe in humor, humanity, and enjoying the work.

Our Values

Honesty. Audacity. Unity. These guide how we work with customers and with each other.

Commitment to Your Growth

You’ll work with leaders dedicated to coaching, transparency, and helping you become your best professional self.

Compensation & Timing & Travel

• Salary: CAD $90,000–$110,000 plus annual bonus
• Benefits: Canadian benefits package, unlimited vacation, MacBook Pro
• Travel: As this role manages strategic relationships with utilities across the United States, you will be expected to travel to customer sites for key milestones, relationship-building, value reviews, and strategic planning sessions. Typical travel ranges from 10–20% annually, depending on customer needs.Timing: Immediate opening