Customer Success Manager

6 months ago

Toronto, Canada Klir Full time

**We are hiring to make water better**:
Founded originally in Dublin, Ireland in 2018, Klir is a US Headquartered company with offices in the US, Canada and Ireland. Klir is a remote first company and is one of the fastest growing SaaS companies in the water industry. We are venture backed by some of the highest profile and most reputable funds including Insight Partners, Bowery Capital & Spider Capital.

We have the deep industry knowledge, a world class product roadmap, the vision and strategy to transform a critically important industry, as well as some high-profile customers that rave about Klir being the best product they have ever experienced. 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. Expectation is to have the CSM start by the end of May depending on current employment considerations.

**Role Description**:
Do you enjoy joining fast growing startups at the ground level and rolling up your sleeves to build with a collaborative team? If so, then drop what you are doing and read on...

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 You're an enabler, trainer, problem solver and advocate for our customers.

We believe in earning the right to grow. 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. We do this by putting the customer at the center of everything we do at Klir.

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.

**Responsibilities**:

- **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.
- **Advocacy**:shine a spotlight on the success of our customers. We believe that every customer should have a positive story to share internally within their utility, inwards at Klir, and ideally to shout their success from the rooftops.
- **Renewals**: manage paper renewals with your main point of contact, economic buyer and signatory.
- **Growth**: seek out additional opportunities to deliver value to our customers, including identifying upsell and cross sell opportunities to hand over to the sales team.
- **Risk management**:manage your book of business and develop a customized risk plan if our predictive health scoring spots an issue**.**

**Requirements (Sound like you?)**:

- **Mandatory Experience**: 3-5 years as a mid market and/or enterprise CSM, or Professional Services, or Onboarding/Implementation in a SaaS company.
- **Knowledge seeker**:you are a passionate product nerd and quick study on learning new tech. You love to learn - about your craft and your own personal development.
- **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.
- **Delight**:you brighten people's day with your charm and wit. Part of our job is to capture people's attention and get them excited about the transformational power of Klir. Your positive energy shines through on zoom calls.
- **Empathy**:you step into customer's shoes to show that you understand and care. You believe in collaboration and enjoy adding value and getting value by engaging with every department that touches the customer experience. It's critical for us to earn the right to grow with our customers.
- **Resourceful**: you have a bias to action and love solving problems. You thrive equally in strategy and execution. You are inventive and resourceful and can turn your ideas quickly into implementations. We move fast, but we are smart about it.
- **Builder**: you focus energy on impactful, critical work and love to build process. You would rather just try a new idea than spend days talking about it. You are entrepreneurial at heart, but methodical in your approach. You get a rush whe

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