Job Title

About Klir We are hiring to make water better! Water is the lifeblood of our planetbut 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 realtime 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. Thats why weve built the worlds first data platform purposebuilt for water utilitieshelping 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 fastestgrowing SaaS companies in the water sector. Our customers consistently tell us Klir is the best product theyve ever usedand we are now looking for a Strategic Customer Success Manager to ensure they fully realize its value. Location: This position is hybridbased in Toronto. Role Description As a Strategic Customer Success Manager, you will guide utilities through a deeply intentional, outcomedriven value realization journey. You will take ownership postimplementation, multithreading across each account and engaging users, program managers, and executive sponsors to build strong alignment and measurable progress. Youll create shared success plans, manage change across people, process, and communications, and ensure every customer interaction is purposefulnot 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 Responsibilities PostImplementation Ownership - Own the customer relationship immediately following implementation - Build continuity, trust, and deep account knowledge beyond onboarding - Serve as the longterm 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 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 groups goals and perspectives Structured Change Management Lead customer adoption through a practical change management framework focused on: - Process: Understanding and aligning Kl to realworld workflows and SOPs - People: Delivering rolespecific 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 & Adoption - Deliver thoughtful, outcomefocused 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 valuealigned 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 longterm value Intentional Customer Engagement - Ensure every touchpoint is purposeful and aligned to value, outcomes, or next steps - Move beyond checkins toward strategic discussions that demonstrate impact - Continuously highlight how Klir supports efficiency, effectiveness, and workforce satisfaction Requirements (Sound like you?) Experience - 35 years in SaaS Strategic Customer Success, Enterprise CSM, Professional Services, or Implementation (midmarket or enterprise) required Skills & Attributes - Strategic thinker with strong execution capabilities - Skilled in guiding postimplementation customer journeys - Strong experience in change management across process, people, and communications - Excellent at building multithreaded relationships - Great communicator who brings intentionality and clarity to every conversation - Empathetic, customercentered, and missiondriven - Resourceful, actionoriented, and thrives in fastmoving environments Our Commitment To You Meaningful Impact Youll be helping to transform how water utilities operate and support the sustainability of a vital global resource. Hybrid Flexibility Working in a hybrid model with your home base in Toronto, collaborating in person while benefiting from remote flexibility. HighPerformance, HighHeart Culture We take our mission seriouslybut we believe in humor, humanity, and enjoying the work. Our Values Honesty. Audacity. Unity. These guide how we work with customers and with each other. Commitment to Your Growth Youll work with leaders dedicated to coaching, transparency, and helping you become your best professional self. Whats in for you? - Salary: CAD $90,000-$125,000 annually (including annual bonus) - Benefits: Canadian benefits package, unlimited vacation, MacBook Pro - Travel: As this role manages strategic relationships with utilities across the United States, you will be expected to travel to customer sites for key milestones, relationshipbuilding, value reviews, and strategic planning sessions. Typical travel ranges from 1020% annually, depending on customer needs. Timing: Immediate opening #J-18808-Ljbffr