Customer Success Manager

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:

• 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)

• 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

• 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

• 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

• 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 are commensurate with the role.

Skills, Knowledge and

Experience:

• Proven experience in Customer Success, Account Management, or similar role
• Experience managing multiple customers and priorities simultaneously
• Strong commercial awareness with the ability to link activity to outcomes
• Comfortable working with data, health indicators, and customer insight

• Clear, confident communicator with senior customer stakeholders
• Able to lead value‑based conversations and challenge constructively
• Strong written and presentation skills
• Builds trust quickly with both customers and internal teams

• Outcome‑focused and proactive
• Curious, analytical, and comfortable with ambiguity
• Ownership‑driven — sees issues through to…