Senior Customer Success Manager in Toronto, Ontario at Klir

About Klir

For too long, water utilities have had to manage operations through fragmented systems, siloed data, and workflows held together by institutional memory. As costs rise, teams shrink, and operational decisions demand real-time clarity, connected data is no longer a nice-to-have. It's essential.

Our mission is simple: Making Water Better.

Klir is the Operational Data Hub that connects water utility programs, data, and decisions into one connected operational system. It replaces fragmented tools and siloed data with a unified view of Drinking Water, Wastewater, and Industrial Pretreatment operations — giving teams the clarity, visibility, and continuity to act sooner and with more confidence.

Utilities choose Klir because we combine:

A single source of truth for operational and compliance dataAutomated workflows that eliminate manual effort and reduce riskInsights and analytics that surface trends, issues, and optimization opportunitiesA modern, intuitive experience for frontline operators and executives alike

Backed by Insight Partners, Bowery Capital, and Spider Capital, Klir is one of the fastest-growing companies in the digital water space — with strong product-market fit and rapidly expanding demand across North America.

Location: Full-time • Toronto (Hybrid)

Role Description

As a Senior 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 operational hub across every level of the utility.

As our Customer Success team scales and takes on larger, more complex accounts, this role has real potential to grow into ownership of one of our flagship strategic relationships.

Your primary success metrics include: Net Dollar Retention, Gross Dollar Retention, Time to Value, Success Plan completion, value realization milestones, customer health, customer adoption, and qualified expansion opportunities.

Responsibilities:

Post-Implementation Ownership

Own the customer relationship immediately following implementationBuild continuity, trust, and deep account knowledge beyond onboardingServe 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 responsibilitiesDrive customers through a structured value journey tied to measurable progressEnsure utilities understand what value will be delivered, how it will be achieved, and how it will be measuredCommunicate Klir’s Product Roadmap consistently to customers and act as a voice of the customer internally

Multithreading & Strategic Relationships

Develop strong, multidimensional relationships across each accountEngage users, supervisors, program managers, and executive sponsorsTailor 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 Klir to real-world workflows and SOPsPeople: Delivering role-specific enablement, training, and adoption strategiesCommunications: Ensuring clear internal messaging around:Why Klir is being adoptedWhat will changeWhen teams will be impactedWho is responsibleHow to get training and support

Customer Enablement & Adoption

Deliver thoughtful, outcome-focused enablement and trainingIdentify and resolve blockers to adoption by being a Product expertUse data and insights to guide engagement, usage, and behavior change

Renewals & Expansion

Lead renewal conversations with POCs and executive buyersIdentify value-aligned expansion opportunities and partner with Sales to pursue them

Risk Management

Monitor account health and proactively identify risk signalsBuild 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 stepsMove beyond check-ins toward strategic discussions that demonstrate impactContinuously highlight how Klir supports efficiency, effectiveness, and workforce satisfactionRequirements (Sound like you?)

Experience

5+ years in Customer Success (Strategic/Enterprise CSM, Professional Services, or Implementation) — required. You don't need to have spent all five years in a senior-level CSM role, but you should have held a senior-level role previously. Experience with enterprise clients required; direct experience in highly regulated industries, government, or utilities is a strong asset.

Skills & Attributes

Strategic thinker with strong execution capabilitiesSkilled in guiding post-implementation customer journeysStrong experience in change management across process, people, and communicationsExcellent at building multithreaded relationshipsGreat communicator who brings intentionality and clarity to every conversationComfortable becoming a genuine product expert — confident demoing software and working through issues live with customersCommercially minded, with a solid grasp of revenue outcomes and renewal ownershipCurious and creative about applying AI tools to your day-to-day workHigh accountability, an ownership mentality, and no ego — ready to roll up your sleevesEmpathetic, customer-centered, and mission-driven, with genuine care for customer outcomesResourceful, action-oriented, and thrives in fast-moving environmentsOur 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.

Compensation & Timing & Travel

Salary: CAD $90,000–$110,000 plus annual bonusBenefits: Canadian benefits package, unlimited vacation, MacBook ProTravel: 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