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Klue is building the future of competitive intelligence for B2B companies. As a Customer Success Manager, you'll own the full customer relationship lifecycle—from onboarding through renewal and expansion—serving as the connective tissue that keeps account teams aligned, customers growing, and risks visible before they escalate.
You'll manage a book of business with direct revenue accountability for renewals and expansions. Your core responsibilities include driving product adoption as Klue ships new AI agents, integrations, and capabilities continuously; mapping customer outcomes to measurable ROI tied to win rates, rep confidence, and PMM efficiency; building multi-threaded relationships across economic buyers, champions, and consumers to prevent single-threaded risk; and leading cross-functional account teams (Win-Loss Researchers, PMAs, Sales, AI Solutions) without direct authority.
Success means hitting GRR and expansion targets quarterly, ensuring all eligible customers have AI agents running with platform usage above benchmarks, identifying and closing upsell/cross-sell opportunities, documenting at least one ROI moment per account per quarter, maintaining at least two active contacts per account at different levels, activating customers on new capabilities within one quarter of release, and flagging risk early.
You bring a proven track record in a CSM or commercial role with direct revenue accountability. You're comfortable with upsell conversations, business-case development, and contract dynamics. You have strong discovery skills, change management instinct, and multi-threading ability. You proactively identify risk and opportunity in customer behavior and usage data, and you act fast. You're technically curious about integrations and AI capabilities, and you actively use AI tools in your day-to-day work. Nice-to-haves include experience in competitive intelligence, product marketing, sales enablement, or B2B SaaS; familiarity with technical integrations (MCP, CRM, Slack); knowledge of competitive enablement best practices; and hands-on experience with AI tools beyond basic usage.
