Job Customer Success Manager en Remote

Klir en Toronto, Ontario, Canada

Digital job Customer Success Manager at Klir

Customer Success Manager

Klir Toronto, Ontario, Canada

$70,000 - $127,500

Remote Full-time
Development 2-5 años Strategy Sales Growth Management
By Remote Ok
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Job description

We are hiring to make water better!

Water, a resource of unparalleled importance, is often deemed the lifeblood of our planet. However, the water industry has long been criticized for its reluctance to innovate and embrace new technologies that could liberate skilled professionals from the tedious, time-consuming administrative work that has burdened their expertise. This reluctance comes at a steep cost, as water prices continue to rise, an aging workforce struggles to adapt, and multi-million dollar infrastructure decisions are made without the benefit of the most accurate and up-to-date data. Our mission at Klir (www.klir.com) is to make water better, and we believe this transformation begins with the individuals positioned at the nexus of all water-related decisions within a community. Klir represents a groundbreaking concept in the industry – the world's first work enablement platform, meticulously designed for the water sector. Our goal is simple: to alleviate the administrative load, allowing experts to dedicate their invaluable time to solving one of the most pressing issues facing our species. Join us in this journey where dedication to a greater good combines seamlessly with cutting-edge innovation, as we work towards a more sustainable and water-resilient future for all.

Founded originally in Dublin, Ireland in 2018, Klir is a US Headquartered company with offices in the US, Canada and Ireland. Klir is a remote first company and is one of the fastest growing SaaS companies in the water industry. We are venture backed by some of the highest profile and most reputable funds including Insight Partners, Bowery Capital & Spider Capital.

We have the deep industry knowledge, a world class product roadmap, the vision and strategy to transform a critically important industry, as well as some high-profile customers that rave about Klir being the best product they have ever experienced. We need you to help deliver the customer success playbook to ensure we execute a world-class customer experience as we continue to scale.

Location: This position is remote and can be anywhere in Canada.
Timing: We have an immediate opening for this position. Expectation is to have the CSM start by the end of May depending on current employment considerations.

Role Description

Do you enjoy joining fast growing startups at the ground level and rolling up your sleeves to build with a collaborative team? If so, then drop what you are doing and read on...

As a Customer Success Manager you’ll build relationships with your assigned accounts to successfully onboard, build Klir into their workflow, map success plans, run value reviews, manage renewals, build relationships and partner with sales for expansion opportunities. You own the ultimate success and growth of your accounts - so you always aim to delight! You’re an enabler, trainer, problem solver and advocate for our customers. 

We believe in earning the right to grow. If we are able to deliver value to our customers through the product and our service offerings, then growth on their account and with new logos will come a lot more easily to us. We do this by putting the customer at the center of everything we do at Klir.

Your key metrics are net dollar retention (including pilot conversion), gross dollar retention, identifying upsell / cross sell opportunities, time to value, and customer happiness/health.

Responsibilities:

  • Onboarding: strategic onboarding of our mid market and enterprise accounts including visiting them onsite.
  • Drive value: ensuring customers meet timelines for first value and data validation, and that we are working towards verified outcomes for the water utility.
  • Enablement: optimize and streamline our customers’ workflow and work with them on change management to adopt the Klir platform and program.
  • Advocacy: shine a spotlight on the success of our customers. We believe that every customer should have a positive story to share internally within their utility, inwards at Klir, and ideally to shout their success from the rooftops.
  • Renewals: manage paper renewals with your main point of contact, economic buyer and signatory.
  • Growth: seek out additional opportunities to deliver value to our customers, including identifying upsell and cross sell opportunities to hand over to the sales team.
  • Risk management: manage your book of business and develop a customized risk plan if our predictive health scoring spots an issue.

Requirements (Sound like you?)

  • Mandatory Experience: 3-5 years as a mid market and/or enterprise CSM, or Professional Services, or Onboarding/Implementation in a SaaS company.
  • Knowledge seeker: you are a passionate product nerd and quick study on learning new tech. You love to learn - about your craft and your own personal development.
  • Technical: our customer’s compliance processes can be complex so you’ll need to enjoy getting a deep understanding of nuanced workflow that differs from customer to customer and overall and water management practices.
  • Change management: you have experience helping customers digitally transform from paper and spreadsheets to more automation in their day to day workflow.
  • Delight: you brighten people’s day with your charm and wit. Part of our job is to capture people’s attention and get them excited about the transformational power of Klir. Your positive energy shines through on zoom calls.
  • Empathy: you step into customer’s shoes to show that you understand and care. You believe in collaboration and enjoy adding value and getting value by engaging with every department that touches the customer experience. It’s critical for us to earn the right to grow with our customers.
  • Resourceful: you have a bias to action and love solving problems. You thrive equally in strategy and execution. You are inventive and resourceful and can turn your ideas quickly into implementations. We move fast, but we are smart about it.
  • Builder: you focus energy on impactful, critical work and love to build process. You would rather just try a new idea than spend days talking about it. You are entrepreneurial at heart, but methodical in your approach. You get a rush when you’re super busy and getting a lot done. You get a super rush when your efforts land in a win.
  • Passionate: you are passionate about having meaning in your career. Water will be important to you and ensuring that the developed world has enough safe and secure water needed to sustain our species for generations to come excites you.

Our Commitment To You

Our Dedication to Your Well-being:
We value your contribution and recognize the importance of your peace of mind. We offer a competitive salary and benefits tailored to your market, ensuring you can focus on your best work without worries about your quality of life at home.

Leaving a Lasting Legacy:
We commit to providing you with the opportunity to utilize your talents to create a meaningful and enduring impact on our species for generations to come.

Pursuit of Excellence:
As part of a Y Combinator market-leading company, we ensure you have the chance to continually challenge yourself and strive for your personal best.

Balancing Serious Work with Fun:
We guarantee you the opportunity to work within a team that understands the significance of our mission while maintaining a lighthearted and enjoyable work atmosphere. Our mission is paramount, but we believe in having fun along the way.

Values That Unite Us:
You will work alongside a group of individuals who prioritize honesty, audacity, and unwavering unity. We stand shoulder to shoulder, aiming to be the difference between good and great in everything we do.

Supporting Your Success:
Our leaders are unwavering in their dedication to your growth and success. They are committed to helping you become the best version of yourself through fearless feedback, a focus on personal growth, and a culture of transparency.

 



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