Customer Success Manager

About Klipboard

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 including 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.

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; the CSM proactively guides 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.

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 are commensurate with the role.

Experience & Capability

• 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

Communication & Influence

• 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

Mindset & Behaviours

• Outcome‑focused and proactive
• Curious, analytical, and comfortable with ambiguity
• Ownership‑driven — sees issues through to resolution
• Continuously learning and improving

Tools & Technology

• Comfortable using CRM platforms, customer success tooling, and analytics
• Confident with Microsoft Office and collaboration tools
• Open to using AI‑assisted tooling to reduce manual effort and improve insight

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.