Customer Success Manager

Klue; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A fast-growing SaaS company is seeking a Customer Success Manager to guide clients through their journey while fostering strong relationships and ensuring long-term success. The ideal candidate will have experience in B2B customer success, a customer-first mindset, and the ability to drive commercial outcomes. This role offers a hybrid work model in Toronto, with competitive compensation and benefits.

Benefits

Competitive base salary

Extended health & dental benefits starting Day 1

Employee Stock Option Plan

Flexible paid time off

Direct access to leadership

Qualifications

• Experience in a strategic B2B Customer Success role with proven impact.
• Strong customer-first approach and relationship building ability.
• Experience in driving commercial outcomes like renewals and expansions.
• Proficient with CRM, content management, and collaboration tools.
• Ability to turn data into actionable stories for stakeholders.

Responsibilities

• Guide customers through their Klue journey as a trusted partner.
• Drive transformative change and guide customers to new tools.
• Manage renewals and seek opportunities for customer expansion.
• Proactively address at-risk situations with creative solutions.
• Leverage SaaS metrics to measure impact and drive results.
• Utilize AI-driven tools for workflow efficiency and insights.

Skills

Strategic B2B Customer Success experience

Customer-centric mindset

Relationship building

Commercial outcome ownership

CRM and collaboration tools proficiency

Customer engagement strategy knowledge

Data presentation skills

AI tool usage

Tools

CRM tools

Content management systems

Collaboration tools

Job description

Overview

Hey! You’ve found Klue—welcome!

Ever been the person everyone turns to for advice? The one who naturally connects the dots, simplifies the complex, and helps people succeed? If this resonates with you—keep reading, we’d love to meet you.

Who are we?

Klue is a fast-growing, VC-backed SaaS company paving the way in Competitive Enablement. In 2021, Tiger Global and Salesforce Ventures led our $62M Series B funding, and we’ve been growing ever since. We help companies truly understand their market and outmaneuver the competition, and we’re building a category to prove it.

Your role as a Customer Success Manager

As a Customer Success Manager, you’ll be the person your customers can always count on. Your mission? To guide them through their Klue journey, you’ll champion adoption, foster strong relationships, and ensure that our customers are set up for long-term success—because when they win, we all win.

What You’ll Do

• Strategic Advisor: Step into the role of a trusted partner, where you get to deeply understand your customers’ business goals and match them with Klue’s solutions to spark their success.
• Change Leader: Be the driving force behind transformative change, guiding customers through the shift to new tools and processes—and watch as you turn skeptics into passionate champions.
• Renewals & Expansions: Take charge of renewals and discover exciting opportunities for expansion, ensuring your customers unlock long-term value and ROI from Klue.
• Problem Solver: Step up to the challenge of tackling at-risk scenarios with creativity and confidence, crafting solutions that make a real difference.
• Metrics-Driven: Immerse yourself in the world of SaaS metrics—GRR, NRR, churn, and more—and see how your work directly impacts results and drives success.
• AI-Powered Efficiency: Leverage AI-driven tools to streamline workflows, enhance customer insights, and drive smarter, data-backed decisions—helping you work faster and deliver more value to customers.

What You’ll Need To Be Successful

We want you to love the role you are in and believe these skills and experiences will help you to be successful!

• You’ve worked in a strategic B2B Customer Success role and understand what it takes to drive impact at scale.
• You put your customers first—always—and love seeing them shine.
• Building trust and meaningful relationships comes naturally to you.
• You own the commercial outcomes of your book of business, from renewals to expansions.
• You’re skilled with CRM, content management, and collaboration tools, knowing how to leverage them to support customer success.
• You have a solid understanding of customer engagement strategies and how to apply them in real-world scenarios.
• You can turn data into a compelling story, effectively presenting ROI to stakeholders.
• You embrace AI as a tool to enhance efficiency, uncover insights, and elevate customer success strategies.

How We Work At Klue

• Hybrid: Best of both worlds (remote & in-office). You and your team will be in the office at least 2 days a week. Our office address: 207 Adelaide St E, Toronto.
• Our main Canadian hubs are in Vancouver and Toronto, and most of our teams are located in EST and PST.

Total Compensation & Benefits

• Competitive base salary plus variable
• Benefits. Extended health & dental benefits that kick in Day 1
• Options. Opportunity to participate in our Employee Stock Option Plan
• Time off. Take what you need. Just ensure the required work gets done and clear it with your team in advance. The average Klue team member takes 2-4 weeks of PTO per year.
• Direct access to our leadership team, including our CEO

Not ticking every box? That’s okay. We take potential into consideration. An equivalent combination of education and experience may be accepted in lieu of the specifics listed above. If you know you have what it takes, even if that’s different from what we’ve described, be sure to explain why in your application.

At Klue, we’re dedicated to creating an inclusive, equitable and diverse workplace as an equal-opportunity employer. Our commitment is to build a high-performing team where people feel a strong sense of belonging, can be their authentic selves, and are able to reach their full potential. If there’s anything we can do to make our hiring process more accessible or to better support you, please let us know, we’re happy to accommodate.

We’re excited to meet you and in the meantime, get to know us:

🌈 Pay Up For Progress & 50 - 30 Challenge

✅✅ Win-Loss Acquisition (2023)

🐅 Series B (2021)

🏆 Culture, culture, culture!

🎧 Winning as Women & More!

🐝 About Us

🥅 Product Demo Arena

🔍 Glassdoor

🎥 Youtube

☕️ LinkedIn

🦄 Wellfound (AngelList)

Compensation Range: CA$80K - CA$100K