Senior Customer Success Manager

Role Overview

As a Senior Customer Success Manager at Klue, you own the full customer relationship, from onboarding through renewal and expansion. You’re the connective tissue: keeping every account team aligned, every customer growing, and every risk on the radar before it becomes a problem.

What You Will Do

Own Renewals and Expansions, Drive Adoption and Platform Completeness, Map Outcomes and Demonstrate ROI, Multi-Thread and Lead Change, Lead the Account Team.

Why It Might Be a Fit

This role puts you at the center of how B2B companies use competitive intelligence to win deals, grow revenue, and own their markets. You’ll work across industries and stakeholder levels, build deep customer intuition, and gain hard-won experience running complex change management inside leading organizations.

Requirements

• The experience. track record in a CSM or commercial role with direct revenue accountability.
• Ownership. ability to lead and coordinate a cross-functional account team without direct authority.
• Customer facing. Proven success building trust and credibility across a customer organization, from day-to-day champions to executive buyers.
• Commercial fluency. comfortable with upsell conversations, business-case development, and navigating contract dynamics with confidence.
• Strong discovery skills. can diagnose a customer’s business goals, connect them to Klue’s platform outcomes, and make the link explicit and repeatable.
• Change management instinct. knows how to build internal Champions, navigate complex stakeholder dynamics, and drive adoption against organizational friction.
• Multi-threading instinct. you build relationships across levels by default, not as a recovery strategy.
• Signal awareness and speed. proactively identifies risk and opportunity in customer behavior, usage data, and relationship health, and acts fast.
• Technical curiosity. comfortable learning integrations and AI capabilities, and explaining them clearly to non-technical audiences.
• AI-fluency. actively uses AI tools in day-to-day work and can model that behavior with customers.

Benefits

• Extended health & dental coverage that starts on Day 1
• Fun perks like discounts at Goodlife and Perkopolis
• Ownership: All full-time employees have the opportunity to participate in our Employee Stock Option Plan
• Take The Time You Need vacation policy
• Top-tier tools
• AI First: All employees are encouraged to lean into AI to work smarter and faster
• Growth / Leadership: Direct access to our leadership team, including our CEO, and opportunities to connect with incredible people across the company
• Social connection: There’s no shortage of ways to stay connected and have fun
• Dog-friendly spaces