The Customer Success Manager (CSM) is accountable for driving measurable customer outcomes, retention, and long-term value across a defined portfolio of customers. This role goes beyond relationship management or issue resolution. CSMs at Klipboard proactively guide customers to adopt the right capabilities, change behaviours where needed, and clearly demonstrate value over time. The CSM acts as the orchestrator of the customer experience, working across Product, Support, Professional Services, and Sales to ensure customers achieve success that is visible, provable, and repeatable. Key Responsibilities: Customer Outcomes & Value • Own the overall success of customers in your portfolio • Establish clear success goals aligned to the customer's business objectives • Translate Klipboard capabilities into practical, outcome-led use cases • Regularly validate and articulate value achieved (time saved, risk reduced, performance improved) Proactive Risk & Lifecycle Management • Monitor customer health, sentiment, and product adoption signals • Proactively identify customers at risk and lead recovery plans • Take ownership of escalations and coordinate swift, effective resolution • Ensure smooth transitions from onboarding to business-as-usual Adoption & Engagement • Drive meaningful adoption of core and high-value product capabilities • Influence customer behaviour to align with best-practice usage • Encourage self-sufficiency while remaining a trusted strategic partner • Lead structured service reviews focused on outcomes, not activity Internal Alignment & Advocacy • Act as the voice of the customer internally, grounded in evidence, not anecdote • Collaborate with Support, Product, and Delivery teams to resolve systemic issues • Feed actionable insights into product roadmap and service improvements • Contribute to the continuous improvement of Customer Success ways of working Commercial Impact • Support retention, renewal, and expansion through value-led engagement • Identify advocacy opportunities including references, case studies, and testimonials • Work closely with Sales and Renewals teams to ensure a joined-up customer journey • Identify and log leads into the Sales team Any other duties as requested are commensurate with the role. Skills, Knowledge and Experience: Experience & Capability • Proven experience in Customer Success, Account Management, or similar role • Experience managing multiple customers and priorities simultaneously • Strong commercial awareness with the ability to link activity to outcomes • Comfortable working with data, health indicators, and customer insight Communication & Influence • Clear, confident communicator with senior customer stakeholders • Able to lead value-based conversations and challenge constructively • Strong written and presentation skills • Builds trust quickly with both customers and internal teams Mindset & Behaviours • Outcome-focused and proactive • Curious, analytical, and comfortable with ambiguity • Ownership-driven - sees issues through to resolution • Continuously learning and improving Tools & Technology • Comfortable using CRM platforms, customer success tooling, and analytics • Confident with Microsoft Office and collaboration tools • Open to using AI-assisted tooling to reduce manual effort and improve insight Company Info You may also have seen from our recent posts that we are excited to begin sharing our new company name - Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work. #LI-Hybrid