Strategic Customer Success Manager

About Klir

We are hiring to make water better!

Water is the lifeblood of our planet—but for decades, the water industry has struggled to adopt modern tools that could free experts from administrative burden and help utilities operate with greater efficiency, accuracy, and resilience. With rising costs, an aging workforce, and critical infrastructure decisions being made without real‑time data, the need for innovation is urgent.

At Klir, our mission is to Make Water Better.

We believe change begins with the people who manage the data, insights, and workflows that keep utilities running every day. That’s why we’ve built the world’s first data platform purpose‑built for water utilities—helping them improve operational efficiency, increase effectiveness, and support a happier, more empowered workforce.

Backed by leading investors such as Insight Partners, Bowery Capital, and Spider Capital, Klir is one of the fastest‑growing SaaS companies in the water sector. Our customers consistently tell us Klir is the best product they’ve ever used—and we are now looking for a Strategic Customer Success Manager to ensure they fully realize its value.

Location: This position is hybrid‑based in Toronto.

As a Strategic 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 platform across every level of the utility.

Your primary success metrics include:

• Net Dollar Retention
• Gross Dollar Retention
• Time to Value
• Success Plan completion
• Value realization milestones
• Customer health
• Qualified expansion opportunities

• 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

• 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

• 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

Lead customer adoption through a practical change management framework focused on:

• Process:
  Understanding and aligning Kl 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

• Deliver thoughtful, outcome‑focused enablement and training
• Identify and resolve blockers to adoption
• Use data and insights to guide engagement, usage, and behavior change
• Lead renewal conversations with POCs and executive buyers
• Identify value‑aligned expansion opportunities and partner with Sales to pursue them
• Monitor account health and proactively identify risk signals
• Build and lead action plans to mitigate risk and protect long‑term value

• 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

• 3–5 years in SaaS Strategic Customer Success, Enterprise…