Senior Customer Success Manager, Enterprise

The Customer Success team is hiring. As a Senior Customer Success Manager, Enterprise at Klue, you own the full customer relationship, from onboarding through renewal and expansion. You are the connective tissue: keeping every account team aligned, every customer growing, and every risk on the radar before it becomes a problem. Klue's product moves fast, with new AI agents, integrations, and capabilities shipping continuously. Your mission is to make sure every customer in your book gets real, measurable value from Klue, and grows because of it.

Responsibilities

Own renewals and expansions, including forecasting, managing, and hitting the book's commercial targets; Spot churn signals early, build business cases for expansion, and run cross-sell motions with Sales, including Klue's win-loss interview program; Drive adoption and platform completeness, ensuring customers have AI agents running, integrations live, and Curators and Consumers using the platform; Map outcomes and demonstrate ROI, quantifying and documenting value such as win rate, rep confidence, and PMM efficiency; Multi-thread and lead change by building relationships across economic buyers, Champions, Consumers, and exec sponsors; Lead the account team, including Win-Loss Researchers, PMAs, Sales, and AI Solutions; Mission: make sure every customer gets real, measurable value from Klue and grows because of it

Requirements

Track record in a CSM or commercial role with direct revenue accountability; Owned renewals and expansion targets and hit them; Ability to lead and coordinate a cross-functional account team without direct authority; Proven success building trust and credibility across a customer organization, from day-to-day champions to executive buyers; Comfortable with upsell conversations, business-case development, and navigating contract dynamics; Strong discovery skills to diagnose customer business goals and connect them to Klue's platform outcomes; Change management instinct, including building internal Champions and driving adoption against organizational friction; Multi-threading instinct, building relationships across levels by default; Signal awareness and speed in identifying risk and opportunity in customer behavior, usage data, and relationship health; Technical curiosity, comfortable learning integrations and AI capabilities and explaining them to non-technical audiences; AI-fluency, actively using AI tools in day-to-day work

Nice to have

Experience in competitive intelligence, product marketing, sales enablement, or B2B SaaS; Familiarity with technical integrations (MCP, CRM, Slack, or similar) and comfort guiding customers through deployment; Knowledge of competitive enablement best practices and how revenue teams operationalize competitive programs; Hands-on experience with AI tools beyond basic usage, such as prompt design, workflow automation, or AI-assisted customer work

Benefits

Extended health and dental coverage starting Day 1; Discounts at Goodlife and Perkopolis; Opportunity to participate in the Employee Stock Option Plan for full-time employees; Take The Time You Need vacation policy; Mac (or PC) and access to top-tier tooling; Career development, coaching, and annual performance reviews; Direct access to the leadership team, including the CEO; Annual company-wide kickoff in Vancouver and regular social events through the hubs; Dog-friendly offices in Vancouver and Toronto