Senior Customer Success Manager

About KlirFor too long, water utilities have had to manage operations through fragmented systems, siloed data, and workflows held together by institutional memory. As costs rise, teams shrink, and operational decisions demand real-time clarity, connected data is no longer a nice-to-have. It's essential.
About KlirFor too long, water utilities have had to manage operations through fragmented systems, siloed data, and workflows held together by institutional memory. As costs rise, teams shrink, and operational decisions demand real-time clarity, connected data is no longer a nice-to-have. It's essential.
Our mission is simpleMaking Water Better.
Klir is the Operational Data Hub that connects water utility programs, data, and decisions into one connected operational system. It replaces fragmented tools and siloed data with a unified view of Drinking Water, Wastewater, and Industrial Pretreatment operations — giving teams the clarity, visibility, and continuity to act sooner and with more confidence.
Utilities Choose Klir Because We Combine
A single source of truth for operational and compliance data
Automated workflows that eliminate manual effort and reduce risk
Insights and analytics that surface trends, issues, and optimization opportunities
A modern, intuitive experience for frontline operators and executives alike
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.
LocationFull-time
Toronto (Hybrid)
Role DescriptionAs 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.
You’ll create shared success plans, manage change across people, process, and communications, and ensure every customer interaction is purposeful — not just time spent, but value delivered. Your goal is to ensure Klir becomes a trusted, adopted, and indispensable operational hub across every level of the utility.
As our Customer Success team scales and takes on larger, more complex accounts, this role has real potential to grow into ownership of one of our flagship strategic relationships.
Your primary success metrics include: Net Dollar Retention, Gross Dollar Retention, Time to Value, Success Plan completion, value realization milestones, customer health, customer adoption, and qualified expansion opportunities.
ResponsibilitiesPost-Implementation Ownership
Own the customer relationship immediately following implementation
Build continuity, trust, and deep account knowledge beyond onboarding
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 ManagementLead customer adoption through a practical change management framework focused on:
Process: Understanding and aligning Klir to real-world workflows and SOPs
People: Delivering role‑specific enablement, training, and adoption strategies
Communications: Ensuring clear internal messaging around:
Why Klir is being adopted
What will change
When teams will be impacted
Who is responsible
How to get training and support
Customer Enablement & Adoption
Deliver thoughtful, outcome-focused enablement and training
Identify and resolve blockers to adoption by being a Product expert
Use data and insights to guide engagement, usage, and behavior change
Renewals & Expansion
Lead renewal conversations with POCs and executive buyers
Identify value‑aligned expansion opportunities and partner with Sales to pursue them
Risk Management
Monitor account health and proactively identify risk signals
Build and lead action plans to mitigate risk and protect long‑term value
Intentional Customer Engagement
Ensure every touchpoint is purposeful and aligned to value, outcomes, or next steps
Move beyond check‑ins toward strategic discussions that demonstrate impact
Continuously highlight how Klir supports efficiency, effectiveness, and workforce satisfaction
Requirements (Sound like you?)Experience
5+ years in Customer Success (Strategic/Enterprise CSM, Professional Services, or Implementation) — required. You don't need to have spent all five years in a senior‑level CSM role, but you should have held a senior‑level role previously.
Experience with enterprise clients required;
direct experience in highly regulated industries, government, or utilities is a strong asset.
Skills & Attributes
Strategic thinker with strong execution capabilities
Skilled in guiding post‑implementation customer journeys
Strong experience in change management across process, people, and communications
Excellent at building multithreaded relationships
Great communicator who brings intentionality and clarity to every conversation
Comfortable becoming a genuine product expert — confident demoing software and working through issues live with customers
Commercially minded, with a solid grasp of revenue outcomes and renewal ownership
Curious and creative about applying AI tools to your day‑to‑day work
High accountability, an ownership mentality, and no ego — ready to roll up your sleeves
Empathetic, customer‑centered, and mission‑driven, with genuine care for customer outcomes
Resourceful, action‑oriented, and thrives in fast‑moving environments
Our Commitment To YouMeaningful ImpactYou’ll be helping to transform how water utilities operate and support the sustainability of a vital global resource.
Hybrid FlexibilityWorking in a hybrid model with your home base in Toronto, collaborating in person while benefiting from remote flexibility.
High-Performance, High-Heart CultureWe take our mission seriously—but we believe in humor, humanity, and enjoying the work.
Our ValuesHonesty. Audacity. Unity. These guide how we work with customers and with each other.
Commitment to Your GrowthYou’ll work with leaders dedicated to coaching, transparency, and helping you become your best professional self.
Compensation & Timing & Travel
Salary: CAD $90,000–$110,000 plus annual bonus
Benefits: Canadian benefits package, unlimited vacation, MacBook Pro
Travel: As this role manages strategic relationships with utilities across the United States, you will be expected to travel to customer sites for key milestones, relationship‑building, value reviews, and strategic planning sessions. Typical travel ranges from 10–20% annually, depending on customer needs. Timing: Immediate opening
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