Customer Success Manager

4 weeks ago

Canada Klir Platform Europe Limited Full time

We are hiring to make water better
Water, a resource of unparalleled importance, is often deemed the lifeblood of our planet. However, the water industry has long been criticized for its reluctance to innovate and embrace new technologies that could liberate skilled professionals from the tedious, time-consuming administrative work that has burdened their expertise. This reluctance comes at a steep cost, as water prices continue to rise, an aging workforce struggles to adapt, and multi-million dollar infrastructure decisions are made without the benefit of the most accurate and up-to-date data. Our mission at Klir () is to make water better, and we believe this transformation begins with the individuals positioned at the nexus of all water-related decisions within a community. Klir represents a groundbreaking concept in the industry – the world's first work enablement platform, meticulously designed for the water sector. Our goal is simple: to alleviate the administrative load, allowing experts to dedicate their invaluable time to solving one of the most pressing issues facing our species. Join us in this journey where dedication to a greater good combines seamlessly with cutting-edge innovation, as we work towards a more sustainable and water-resilient future for all.
Klir is a remote first company and is one of the fastest growing SaaS companies in the water industry. We need you to help deliver the customer success playbook to ensure we execute a world-class customer experience as we continue to scale.
Location: This position is remote and can be anywhere in Canada.
Timing: We have an immediate opening for this position. Do you enjoy joining fast growing startups at the ground level and rolling up your sleeves to build with a collaborative team? As a Customer Success Manager you’ll build relationships with your assigned accounts to successfully onboard, build Klir into their workflow, map success plans, run value reviews, manage renewals, build relationships and partner with sales for expansion opportunities. You own the ultimate success and growth of your accounts - so you always aim to delight If we are able to deliver value to our customers through the product and our service offerings, then growth on their account and with new logos will come a lot more easily to us. Your key metrics are net dollar retention (including pilot conversion), gross dollar retention, identifying upsell / cross sell opportunities, time to value, and customer happiness/health.
Onboarding: strategic onboarding of our mid market and enterprise accounts including visiting them onsite.
Drive value: ensuring customers meet timelines for first value and data validation, and that we are working towards verified outcomes for the water utility.
Enablement: optimize and streamline our customers’ workflow and work with them on change management to adopt the Klir platform and program.
Renewals: manage paper renewals with your main point of contact, economic buyer and signatory.
Risk management: manage your book of business and develop a customized risk plan if our predictive health scoring spots an issue .
Mandatory Experience: 3-5 years as a mid market and/or enterprise CSM, or Professional Services, or Onboarding/Implementation in a SaaS company.
Technical: our customer’s compliance processes can be complex so you’ll need to enjoy getting a deep understanding of nuanced workflow that differs from customer to customer and overall and water management practices.
Change management: you have experience helping customers digitally transform from paper and spreadsheets to more automation in their day to day workflow.
You believe in collaboration and enjoy adding value and getting value by engaging with every department that touches the customer experience. You are inventive and resourceful and can turn your ideas quickly into implementations. Water will be important to you and ensuring that the developed world has enough safe and secure water needed to sustain our species for generations to come excites you.
We offer a competitive salary and benefits tailored to your market, ensuring you can focus on your best work without worries about your quality of life at home.
Supporting Your Success:
They are committed to helping you become the best version of yourself through fearless feedback, a focus on personal growth, and a culture of transparency.
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