Senior Customer Success Manager at Klir – Toronto, Ontario

About KlirWe are hiring to make water better!For too long, utilities have had to manage water 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.

At Klir, our mission is simple: Make Water Better.

We believe the future of water is generative - built on connected data, clear workflows, and operational continuity. Klir is the Operational Data Hub that unifies sampling, monitoring, permits, backflow, and reuse into one connected view of the utility. When data, systems, and decisions finally flow through a single hub, teams gain the confidence, control, and time they need to focus on what actually moves water forward.

Backed by Insight Partners, Bowery Capital, and Spider Capital, Klir is one of the fastest-growing companies in the digital water space. Utilities consistently tell us that Klir has transformed the way they work - and we’re looking for a Strategic Customer Success Manager to help them unlock even more value from their connected operations.

Location: This position is hybrid-based in Toronto.

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 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, 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 measured

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 adoptionUse 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 satisfaction

Requirements (Sound like you?)

Experience

5–7 years in SaaS Strategic Customer Success, Enterprise CSM, Professional Services, or Implementation (mid-market or enterprise) — required

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 conversationEmpathetic, customer-centered, and mission-drivenResourceful, action-oriented, and thrives in fast-moving environmentsOur Commitment To YouMeaningful 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 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