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Salary: CAD 90,000 - 110,000 / annual
Klir is an Operational Data Hub for water utilities, replacing fragmented systems with unified visibility across Drinking Water, Wastewater, and Industrial Pretreatment operations. Backed by Insight Partners, Bowery Capital, and Spider Capital, Klir is one of the fastest-growing companies in the digital water space with strong product-market fit and rapidly expanding demand across North America.
As a Senior Customer Success Manager, you will guide utilities through a deeply intentional, outcome-driven value realization journey. You will take ownership post-implementation, multithreading across each account and engaging users, program managers, and executive sponsors to build strong alignment and measurable progress.
Key Responsibilities:
Post-Implementation Ownership: Own the customer relationship immediately following implementation, build continuity and trust beyond onboarding, and serve as the long-term strategic partner across multiple stakeholder levels.
Value Realization & Success Planning: Build and maintain shared Success Plans with clear outcomes, timelines, and responsibilities. Drive customers through a structured value journey tied to measurable progress. Ensure utilities understand what value will be delivered, how it will be achieved, and how it will be measured. Communicate Klir's Product Roadmap consistently to customers and act as a voice of the customer internally.
Multithreading & Strategic Relationships: Develop strong, multidimensional relationships across each account. Engage users, supervisors, program managers, and executive sponsors. Tailor communication and engagement to each stakeholder group's goals and perspectives.
Structured Change Management: Lead customer adoption through a practical change management framework focused on process, people, and communications.
Success Metrics: Net Dollar Retention, Gross Dollar Retention, Time to Value, Success Plan completion, value realization milestones, customer health, customer adoption, and qualified expansion opportunities.
This role has real potential to grow into ownership of one of Klir's flagship strategic relationships as the Customer Success team scales and takes on larger, more complex accounts.
You'll work in a hybrid model with your home base in Toronto, collaborating in person while benefiting from remote flexibility. Travel to customer sites across the United States is expected for key milestones, relationship-building, value reviews, and strategic planning sessions—typically 10–20% annually.
Klir values Honesty, Audacity, and Unity, with a high-performance, high-heart culture that takes the mission seriously while embracing humor and humanity. Leaders are dedicated to coaching, transparency, and helping you become your best professional self.
Requirements: Not explicitly stated in the provided excerpt.
