Senior Customer Success Manager

About Klir

For 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 simple: Making 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.

Location: Full-time
• Toronto (Hybrid)

Role Description

As 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.

Post-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 Management

Lead 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 &…