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Customer Success Manager

7 hours ago

Toronto, Ontario, Canada KLIR Full time

About Klir

We are hiring to make water better

For too long, utilities have had to manage water through fragmented systems, siloed data, and workflows held together by institutional memory. As costs rise, teams shrink, and operational decisions demand real-time clarity, connected data is no longer a nice-to-have. It's essential.

At Klir, our mission is simple: Make Water Better.

We believe the future of water is generative - built on connected data, clear workflows, and operational continuity. Klir is the Operational Data Hub that unifies sampling, monitoring, permits, backflow, and reuse into one connected view of the utility. When data, systems, and decisions finally flow through a single hub, teams gain the confidence, control, and time they need to focus on what actually moves water forward.

Backed by Insight Partners, Bowery Capital, and Spider Capital, Klir is one of the fastest-growing companies in the digital water space. Utilities consistently tell us that Klir has transformed the way they work - and we're now hiring a Customer Success Manager (Transactional) to manage a portfolio of customers through consistent execution, proactive engagement, and repeatable value delivery.

Location: This position is hybrid-based in Toronto.

Role Description

As a Customer Success Manager (Transactional), you will manage a portfolio of post-implementation customers and ensure they continue to adopt Klir, see value from the platform, and remain successful over time.

This role is ideal for someone who thrives in a fast-paced environment, enjoys managing a broad portfolio of customers, and takes pride in delivering consistent value through strong execution and prioritization. It requires intentional engagement, sound judgment, and a customer-first mindset.

You will work primarily with users and managers, driving adoption, identifying risk early, reinforcing value, and supporting renewals.

Your core success metrics include:

Gross Dollar Retention, Time to Value, Adoption, Customer Health, and Renewal Readiness.

Responsibilities

Portfolio Management

  • Own and manage a book of 25–40 post-implementation customers
  • Segment customers based on health, usage, and risk
  • Prioritize time and effort to ensure the right customers get the right level of attention

Adoption & Value Reinforcement

  • Drive consistent platform adoption through repeatable success motions
  • Reinforce customer value through clear, practical communication
  • Help customers understand how Klir improves efficiency, effectiveness, and day-to-day workflows

Customer Engagement

  • Run regular check-ins, value touchpoints, and renewal readiness conversations
  • Communicate clearly and efficiently via email, Zoom, and occasional onsite visits
  • Ensure customers feel supported without over-servicing

Risk Identification & Management

  • Monitor usage, engagement, and customer sentiment
  • Identify early warning signs of churn or disengagement
  • Take proactive steps to re-engage customers and escalate when needed

Renewals Support

  • Support renewal conversations by ensuring value is clearly understood and documented
  • Partner with Sales and Strategic CSMs as needed on expansion or escalation scenarios

Operational Excellence

  • Follow and help improve repeatable customer success playbooks
  • Maintain accurate customer notes, health signals, and action plans
  • Balance responsiveness with sustainable workload management

Requirements (Sound like you?)

Experience (Required)

  • 2 - 4 years in Customer Success, Account Management, or Client Services
  • Experience managing multiple customers at once in a SaaS or technology-enabled environment
  • Comfort working with structured processes, playbooks, and KPIs

Skills & Attributes

  • Strong prioritization and time-management skills
  • Comfortable making tradeoffs and saying no when appropriate
  • Clear, concise communicator (especially in writing)
  • Practical, execution-oriented mindset
  • Customer-focused, empathetic, and reliable
  • Comfortable working in a fast-moving, growing company
  • Motivated by meaningful work and real-world impact
Our Commitment To You Meaningful Impact

Your work directly supports the people responsible for delivering safe drinking water and managing wastewater for millions of people.

Hybrid Flexibility

Work in a hybrid model based in Toronto, balancing in-person collaboration with focused remote work.

Strong Team Culture

We value honesty, accountability, and collaboration. We take our mission seriously while supporting one another and enjoying the work.

Growth & Development

You'll build strong customer success fundamentals with clear opportunities to grow and expand your scope over time.

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.

What's in for you?
  • Salary: CAD $80,000–$105,000 including annual bonus (depending on experience)
  • Benefits: Canadian benefits package, unlimited vacation, MacBook Pro
  • Timing: Immediate opening

The pay range for this role is:

80, ,000 CAD per year(Canada)