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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 Senior Customer Success Manager, Enterprise, you will own the full customer lifecycle for a portfolio of enterprise accounts, from onboarding through renewal and expansion.
You will be the connective tissue across the account team, ensuring alignment, driving adoption of new capabilities, and identifying expansion opportunities. Your core responsibilities include:
**Renewals & Expansion**: Own your book's renewal and expansion targets. Forecast, manage, and hit your number by spotting churn signals early, building business cases for expansion, and running cross-sell motions with Sales. You'll drive Klue's win-loss interview program and own the commercial outcomes.
**Adoption & Platform Completeness**: Klue ships continuously with new AI agents, integrations, and capabilities. You ensure every customer keeps pace—AI agents running, integrations live, platform usage above benchmarks. You translate product velocity into customer conversations that matter.
**ROI Mapping & Demonstration**: Connect Klue to customer outcomes: win rate, rep confidence, PMM efficiency. Quantify and document ROI throughout the year, not just at renewal. Make the business case impossible to argue with.
**Multi-Threading & Change Leadership**: Build relationships across customer organizations—economic buyers, champions, consumers, exec sponsors. Lead customers through their own organizational friction. Own account strategy and coordinate cross-functional teams (Win-Loss Researchers, PMAs, Sales, AI Solutions) without direct authority.
**Account Team Leadership**: Set direction for your account team and ensure execution. You own the strategy and outcomes.
Success means hitting GRR and expansion targets quarterly, activating all eligible customers on AI agents, identifying and closing upsell/cross-sell opportunities, documenting ROI moments, 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-growing, and values ownership, curiosity, and winning together.
**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; build relationships across levels by default
- Proactive signal awareness and speed; identify 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
- AI fluency; actively use AI tools in day-to-day work and 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 revenue team operationalization
- Hands-on experience with AI tools beyond basic usage: prompt design, workflow automation, or AI-assisted customer work
