Customer Success Manager

"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world.

With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively

Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.

The Customer Success Manager (CSM) is accountable for driving measurable customer outcomes, retention, and long term value across a defined portfolio of customers.

This role goes beyond relationship management or issue resolution. CSMs at Klipboard proactively guide customers to adopt the right capabilities, change behaviours where needed, and clearly demonstrate value over time.

The CSM acts as the orchestrator of the customer experience, working across Product, Support, Professional Services, and Sales to ensure customers achieve success that is visible, provable, and repeatable.

Key Responsibilities:

Customer Outcomes & Value Own the overall success of customers in your portfolio

Establish clear success goals aligned to the customer’s business objectives

Translate Klipboard capabilities into practical, outcome led use cases

Regularly validate and articulate value achieved (time saved, risk reduced, performance improved)
Proactive Risk & Lifecycle Management Monitor customer health, sentiment, and product adoption signals

Proactively identify customers at risk and lead recovery plans

Take ownership of escalations and coordinate swift, effective resolution

Ensure smooth transitions from onboarding to business as usual

Adoption & Engagement Drive meaningful adoption of core and high value product capabilities

Influence customer behaviour to align with best practice usage

Encourage self sufficiency while remaining a trusted strategic partner

Lead structured service reviews focused on outcomes, not activity

Internal Alignment & Advocacy Act as the voice of the customer internally, grounded in evidence, not anecdote

Collaborate with Support, Product, and Delivery teams to resolve systemic issues

Feed actionable insights into product roadmap and service improvements

Contribute to the continuous improvement of Customer Success ways of working

Commercial Impact Support retention, renewal, and expansion through value led engagement

Identify advocacy opportunities including references, case studies, and testimonials

Work closely with Sales and Renewals teams to ensure a joined up customer journey

Identify and log leads into the Sales team

Any other duties as requested that are commensurate with the role.

Skills, Knowledge and

Experience:

Experience & Capability Proven experience in a Customer Success, Account Management, or similar role…