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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 Senior Customer Success Manager, you'll own the full customer relationship lifecycle—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'll drive three core outcomes: (1) Renewals and Expansions—owning your book's forecast, identifying churn signals early, building expansion business cases, and running cross-sell motions with Sales; (2) Adoption and Platform Completeness—keeping customers current as Klue ships new AI agents, integrations, and capabilities, ensuring platform usage meets benchmarks; (3) ROI Mapping—connecting Klue outcomes (win rate, rep confidence, PMM efficiency) to customer goals, quantifying impact, and making the business case undeniable at renewal.
You'll multi-thread accounts by building relationships across economic buyers, champions, consumers, and exec sponsors, navigating complex organizational dynamics to drive adoption. You'll lead the account team—coordinating Win-Loss Researchers, PMAs, Sales, and AI Solutions—setting strategy and owning outcomes. Success means hitting GRR and expansion targets quarterly, activating all eligible customers on AI agents, identifying and closing upsell/cross-sell opportunities, documenting at least one ROI moment per account per quarter, maintaining multi-threaded relationships, activating new capabilities within one quarter of release, and flagging risk early.
Klue operates office-first with hybrid flexibility, working together in Vancouver (HQ), Toronto, and London offices on Mondays, Wednesdays, and Thursdays. The company is AI-first, fast-shipping, and values ownership, curiosity, and collaborative high performance. You'll have direct access to leadership, participate in the Employee Stock Option Plan, receive comprehensive benefits starting Day 1, and work with top-tier tools in a dog-friendly environment.
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 cross-functional account teams 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 contract dynamics
- Strong discovery skills to diagnose customer business goals and connect them to Klue platform outcomes
- Change management instinct; ability to build internal champions and navigate complex stakeholder dynamics
- Multi-threading instinct; building relationships across levels by default
- Proactive signal awareness and speed in identifying risk and opportunity from 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 models 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 revenue team operationalization
- Hands-on experience with AI tools beyond basic usage: prompt design, workflow automation, or AI-assisted customer work
