Strategic Customer Success Manager

About KlirWe are hiring to make water betterWater is the lifeblood of our planet—but for decades, the water industry has struggled to adopt modern tools that could free experts from administrative burden and help utilities operate with greater efficiency, accuracy, and resilience. With rising costs, an aging workforce, and critical infrastructure decisions being made without real-time data, the need for innovation is urgent.At Klir, our mission is to Make Water Better.We believe change begins with the people who manage the data, insights, and workflows that keep utilities running every day. That’s why we’ve built the world’s first data platform purpose-built for water utilities—helping them improve operational efficiency, increase effectiveness, and support a happier, more empowered workforce.Backed by leading investors such as Insight Partners, Bowery Capital, and Spider Capital, Klir is one of the fastest-growing SaaS companies in the water sector. Our customers consistently tell us Klir is the best product they’ve ever used—and we are now looking for a Strategic Customer Success Manager to ensure they fully realize its value.Location: This position is hybrid-based in Toronto.Role DescriptionAs a Strategic 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 platform across every level of the utility.Your primary success metrics include: Net Dollar Retention, Gross Dollar Retention, Time to Value, Success Plan completion, value realization milestones, customer health, and qualified expansion opportunities.ResponsibilitiesPost-Implementation OwnershipOwn the customer relationship immediately following implementationBuild continuity, trust, and deep account knowledge beyond onboardingServe as the long-term strategic partner across multiple stakeholder levelsValue Realization & Success PlanningBuild and maintain shared Success Plans with clear outcomes, timelines, and responsibilitiesDrive customers through a structured value journey tied to measurable progressEnsure utilities understand what value will be delivered, how it will be achieved, and how it will be measuredMultithreading & Strategic RelationshipsDevelop strong, multidimensional relationships across each accountEngage users, supervisors, program managers, and executive sponsorsTailor communication and engagement to each stakeholder group’s goals and perspectivesStructured Change ManagementLead customer adoption through a practical change management framework focused on:Process: Understanding and aligning Klir to real-world workflows and SOPsPeople: Delivering role-specific enablement, training, and adoption strategiesCommunications: Ensuring clear internal messaging around:Why Klir is being adoptedWhat will changeWhen teams will be impactedWho is responsibleHow to get training and supportCustomer Enablement & AdoptionDeliver thoughtful, outcome-focused enablement and trainingIdentify and resolve blockers to adoptionUse data and insights to guide engagement, usage, and behavior changeRenewals & ExpansionLead renewal conversations with POCs and executive buyersIdentify value-aligned expansion opportunities and partner with Sales to pursue themRisk ManagementMonitor account health and proactively identify risk signalsBuild and lead action plans to mitigate risk and protect long-term valueIntentional Customer EngagementEnsure every touchpoint is purposeful and aligned to value, outcomes, or next stepsMove beyond check-ins toward strategic discussions that demonstrate impactContinuously highlight how Klir supports efficiency, effectiveness, and workforce satisfactionRequirements (Sound like you?)Experience3–5 years in SaaS Strategic Customer Success, Enterprise CSM, Professional Services, or Implementation (mid-market or enterprise) — requiredSkills & AttributesStrategic thinker with strong execution capabilitiesSkilled in guiding post-implementation customer journeysStrong experience in change management across process, people, and communicationsExcellent at building multithreaded relationshipsGreat communicator who brings intentionality and clarity to every conversationEmpathetic, customer-centered, and mission-drivenResourceful, action-oriented, and thrives in fast-moving environmentsOur Commitment To YouMeaningful ImpactYou’ll be helping to transform how water utilities operate and support the sustainability of a vital global resource.Hybrid FlexibilityWorking in a hybrid model with your home base in Toronto, collaborating in person while benefiting from remote flexibility.High-Performance, High-Heart CultureWe take our mission seriously—but we believe in humor, humanity, and enjoying the work.Our ValuesHonesty. Audacity. Unity. These guide how we work with customers and with each other.Commitment to Your GrowthYou’ll work with leaders dedicated to coaching, transparency, and helping you become your best professional self.What's in for you?Salary: CAD $90,000-$125,000 annually (including annual bonus)Benefits: Canadian benefits package, unlimited vacation, MacBook ProTravel: 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 openingPI7e420520927a-30511-39160217