Senior Customer Success Manager at Klir in Canada

Job 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
• 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

• 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

Skills

Required

• Strategic thinker
• Excellent communicator
• Empathetic
• Customer-centered
• Mission-driven
• High accountability
• Ownership mentality
• No ego
• Resourceful
• Action-oriented
• Thrives in fast-moving environments
• Product expert

Benefits

• 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.
• 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