Strategic Customer Success Manager

Klir; Toronto; Hybrid; CAD 90,000 - 125,000; Full time

Job summary

A water utility SaaS company is seeking a Strategic Customer Success Manager in Toronto to guide customers post-implementation. This role focuses on ensuring value realization and strong relationships with utilities. Candidates should have 3–5 years in SaaS Strategic Customer Success and possess strong communication and change management skills. The position offers a salary of CAD $90,000-$125,000, benefits, and a hybrid work model.

Benefits

Canadian benefits package

Unlimited vacation

MacBook Pro

Qualifications

• 3–5 years in SaaS Strategic Customer Success, Enterprise CSM, or Implementation (mid‑market or enterprise) required.

Responsibilities

• Own the customer relationship following implementation.
• Build shared success plans with clear outcomes.
• Develop strong relationships across each account.
• Deliver outcome-focused enablement and training.

Skills

Strategic thinking

Post-implementation customer journey guidance

Change management expertise

Relationship building

Excellent communication

Customer-centric approach

Action-oriented mindset

Job description

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.

Role Description

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

Responsibilities

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

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 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

Customer Enablement & Adoption

• 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

Intentional Customer Engagement

• 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

Requirements (Sound like you?)

Experience

• 3–5 years in SaaS Strategic Customer Success, Enterprise CSM, Professional Services, or Implementation (mid‑market or enterprise) — required

Skills & Attributes

• Strategic thinker with strong execution capabilities
• Skilled in guiding post‑implementation 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, customer‑centered, and mission‑driven
• Resourceful, action‑oriented, and thrives in fast‑moving environments

Our Commitment To You

Meaningful Impact

You’ll 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.

High‑Performance, High‑Heart Culture

We take our mission seriously—but 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

You’ll work with leaders dedicated to coaching, transparency, and helping you become your best professional self.

What’s 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, relationship‑building, value reviews, and strategic planning sessions. Typical travel ranges from 10–20% annually, depending on customer needs. Timing: Immediate opening