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Klue is building the future of competitive intelligence with AI-first agents that help organizations win deals and own their markets. As a Customer Success Manager, you will own the full customer relationship from onboarding through renewal and expansion, serving as the connective tissue across account teams and ensuring every customer realizes measurable value from the platform.
You will drive renewals and expansions for your book of accounts, forecasting and hitting revenue targets. You'll spot churn signals early, build business cases for expansion, and run cross-sell motions with the sales team. A key part of your role is driving adoption of Klue's continuously shipping AI agents, integrations, and capabilities—translating product velocity into customer conversations that matter. You'll map customer outcomes to Klue's impact (win rate, rep confidence, PMM efficiency), quantify ROI, and make it impossible to argue with at renewal time.
You'll multi-thread accounts by building relationships across economic buyers, champions, consumers, and executive sponsors, helping customers navigate their own organizations and drive adoption through real friction. You'll lead the account team strategy, coordinating win-loss researchers, product marketing associates, sales, and AI solutions partners. Success means hitting GRR and expansion targets every quarter, 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, activating customers on new capabilities within one quarter of release, and flagging risk early.
Klue operates office-first with hybrid flexibility, working together in vibrant offices on Mondays, Wednesdays, and Thursdays. The company has hubs in Vancouver (HQ), Toronto, and London. The culture emphasizes high performance, ownership (all full-time employees participate in an Employee Stock Option Plan), AI-first thinking, direct access to leadership including the CEO, and social connection. Benefits include extended health & dental coverage starting day one, take-the-time-you-need vacation policy, top-tier tools (Mac or PC), and dog-friendly offices in Vancouver and Toronto.
REQUIREMENTS:
Must-Haves:
- Track record in a CSM or commercial role with direct revenue accountability; proven success owning renewals and expansion targets
- Ability to lead and coordinate a cross-functional account team without direct authority
- Proven success building trust and credibility across customer organizations, from day-to-day champions to executive buyers
- Comfort with upsell conversations, business-case development, and navigating contract dynamics with confidence
- Strong discovery skills to diagnose customer business goals and connect them to Klue's platform outcomes
- Change management instinct; ability to build internal champions and navigate complex stakeholder dynamics
- Multi-threading instinct; building relationships across levels by default, not as a recovery strategy
- Proactive signal awareness and speed in identifying risk and opportunity in customer behavior, usage data, and relationship health
- Technical curiosity; comfortable learning integrations and AI capabilities and explaining them to non-technical audiences
- Active AI fluency; 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
