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Klue is building the future of competitive intelligence for B2B companies. As a Customer Success Manager, you own the full customer relationship from onboarding through renewal and expansion. You are the connective tissue keeping account teams aligned, customers growing, and risks on the radar before they become problems.
Your core responsibilities include owning renewals and expansion targets for your customer book, driving adoption of Klue's continuously shipping AI agents and integrations, mapping customer outcomes and demonstrating ROI, multi-threading across organizational levels to prevent single-threaded risk, and leading the cross-functional account team including Win-Loss Researchers, PMAs, and Sales.
Success means hitting GRR and expansion targets quarterly, ensuring all eligible customers have AI agents running with proper integrations and 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 direct revenue accountability experience in a CSM or commercial role with proven track record hitting renewals and expansion targets. You excel at leading cross-functional teams without direct authority, building trust across customer organizations from champions to executives, navigating upsell conversations and contract dynamics with confidence, diagnosing customer business goals and connecting them to platform outcomes, driving adoption through change management and stakeholder navigation, multi-threading by default, proactively identifying risk and opportunity from usage data and relationship signals, and explaining technical integrations and AI capabilities to non-technical audiences. You actively use AI tools in your own work and can model that behavior with customers.
Nice-to-haves include experience in competitive intelligence, product marketing, sales enablement, or B2B SaaS; familiarity with technical integrations like MCP, CRM, and Slack; knowledge of competitive enablement best practices; and hands-on experience with AI tools beyond basic usage.
