Customer Success Manager

You're the person who walks into an account and immediately sees what matters: the risk no one's named yet, the expansion hiding in plain sight, the champion waiting to be developed. You earn trust fast, ask the right questions, and turn a customer's goals into a plan that actually sticks. If that sounds like you, keep reading. We'd love to meet you. As a Customer Success Manager at Klue, you own the full customer relationship, from onboarding through renewal and expansion. You're the connective tissue: keeping every account team aligned, every customer growing, and every risk on the radar before it becomes a problem. Klue's product moves fast. New AI agents, integrations, and capabilities ship continuously. The CSMs who thrive here stay ahead of it, act on signals early, and show up as both a trusted advisor and a confident commercial partner. Your Mission? To make sure every customer in your book gets real, measurable value from Klue, and grows because of it. You build the relationships, drive the adoption, and close the commercial outcomes. When your customers win, you win. What's In It for You? This role puts you at the center of how B2B companies use competitive intelligence to win deals, grow revenue, and own their markets. You'll work across industries and stakeholder levels, build deep customer intuition, and gain hard-won experience running complex change management inside leading organizations. In an AI-first company shipping continuously, your expertise compounds fast. No two years here look the same. What You'll Do • Own Renewals and Expansions. Your book, your number. You forecast it, manage it, and hit it. That means spotting churn signals before anyone else names them, building the business case for expansion, and running cross-sell motions with Sales, including Klue's win-loss interview program. The commercial outcomes are yours. • Drive Adoption and Platform Completeness. Klue ships fast. Your job is to make sure every customer keeps up: AI agents running, integrations live, Curators and Consumers actually using the platform. You stay current on what's new and make it land, translating product velocity into conversations your customers care about. • Map Outcomes and Demonstrate ROI. You connect Klue to what your customers actually care about: win rate, rep confidence, PMM efficiency. You quantify it, document it, and make it impossible to argue with at renewal time. ROI isn't a slide you build at the end, it's a story you're telling all year. • Multi-Thread and Lead Change. Single-threaded accounts are at-risk accounts. You build across levels by default: economic buyers, Champions, Consumers, exec sponsors. You help customers navigate their own organizations and drive adoption through real friction, not around it. • Lead the Account Team. You own the account, which means owning the strategy and everyone working inside it. Win-Loss Researchers, PMAs, Sales, AI Solutions. You set the direction. They execute alongside you. What Success Looks Like We want you to love the role you're in and believe these are the things that matter most. You'll know you're nailing it when: • GRR and expansion targets are met or exceeded for your book every quarter. • All eligible customers have their AI agents running: right competitors tracked, right integrations live, platform usage above benchmarks. • Upsell and cross-sell opportunities are identified, qualified, and closed at or above target. Win-loss cross-sell pipeline exists and is actively moving for eligible accounts. • Every account has at least one documented ROI moment per quarter, tied to a specific Klue outcome. • Every account has at least two active contacts at different levels. No single-threaded accounts in your book. • Customers are activated on new product capabilities within one quarter of release. • Risk is flagged and acted on early, not discovered at renewal. What You Bring Must Haves: • The experience. track record in a CSM or commercial role with direct revenue accountability. You've owned renewals and expansion targets and hit them. • Ownership. ability to lead and coordinate a cross-functional account team without direct authority. • Customer facing. Proven success building trust and credibility across a customer organization, from day-to-day champions to executive buyers. • Commercial fluency. comfortable with upsell conversations, business-case development, and navigating contract dynamics with confidence. • Strong discovery skills. can diagnose a customer's business goals, connect them to Klue's platform outcomes, and make the link explicit and repeatable. • Change management instinct. knows how to build internal Champions, navigate complex stakeholder dynamics, and drive adoption against organizational friction. • Multi-threading instinct. you build relationships across levels by default, not as a recovery strategy. • Signal awareness and speed. proactively identifies risk and opportunity in customer behavior, usage data, and relationship health, and acts fast. • Technical curiosity. comfortable learning integrations and AI capabilities, and explaining them clearly to non-technical audiences. • AI-fluency. actively uses AI tools in day-to-day work and can model that behavior with customers. Nice-to-Haves: • Experience in competitive intelligence, product marketing, sales enablement, or B2B SaaS. • Familiarity with technical integrations (MCP, CRM, Slack, or similar) and comfort guiding customers through deployment. • Knowledge of competitive enablement best practices and how revenue teams operationalize competitive programs. • Hands-on experience with AI tools beyond basic usage: prompt design, workflow automation, or AI-assisted customer work. ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ ↓ Not ticking every box? That's okay. We take potential into consideration. An equivalent combination of education and experience may be accepted in lieu of the specifics listed above. If you know you have what it takes, even if that's different from what we've described, be sure to explain why in your application. How We Work at Klue We love the balance of connection and flexibility. We work Office-First, with ahybrid touch, and work together in our vibrant offices on Mondays, Wednesdays & Thursdays to collaborate, brainstorm, and build together. Our main hiring hubs are in: • C🇦 Vancouver (HQ) • C🇦 Toronto • GB London Our Commitment to You • High Performance Culture. We reward high performance and growth through career development, coaching, and annual performance reviews. • Comprehensive benefits: Extended health & dental coverage that starts on Day 1. Fun perks like discounts at Goodlife and Perkopolis are gravy. • Ownership: All full-time employees have the opportunity to participate in our Employee Stock Option Plan. • Our Vacation Policy is Take The Time You Need. We just ask that you give notice and don't leave your team hanging. • Top-tier tools. All employees will receive a Mac (or PC, if that's your jam) and access to A+ tooling. • AI First. All employees are encouraged to lean into AI to work smarter and faster. Built something cool lately? Show us at our Friday Show, Don't Tell Meetings. • Growth / Leadership. Direct access to our leadership team, including our CEO, and opportunities to connect with incredible people across the company. • Social connection. There's no shortage of ways to stay connected and have fun. We get together once a year in Vancouver for a company- wide kickoff. Throughout the year our Hubs hold regular social events. • Dog-friendly spaces. Bring your four-legged friend along in Vancouver or Toronto, as our offices are pup-approved.