Customer Success Manager, Mid-Market

What success looks like in your role:

• You develop and maintain product expertise for all supported use cases and user personas including Product Marketing, Competitive Intelligence, Market Intelligence, Sales, Customer Success, Product Managers, Marketing and Executive audiences to act as your customers' trusted advisor.
• You develop content expertise for supported use cases and user personas referenced above.
• You are able to influence, persuade and inspire customers to change behaviour and to drive the customer's internal change management needs resulting in best in class adoption metrics and an elimination of the status quo tools and processes.
• You own and turn around common at risk scenarios.
• You are fluent in your understanding of key SaaS metrics and ones important to Klue: GRR, NRR, Net Retention, Churn, TTV and other team, industry and Board-level metrics for your Book of Business.

Leading indicators of success you'll be measured on:

• Platform adoption - user frequency, depth, breadth (% customers above the usage benchmark)
• Content quality - best practices (% customers with content quality scores above the ‘what good looks like’ benchmark)
• Advocacy - customer referenceability, G2 reviews, NPS, case studies
• Expansion Pipeline - CSQLs (customer success qualified leads)

Lagging indicators of success you'll be measured on:

• GRR (gross revenue retention)
• NRR (net revenue retention)
• Logo retention
• Customer ROI (Klue’s proprietary measurement)

What we’re looking for:

• You want your customer to own the spotlight and are their biggest champion
• You have a natural ability and desire to build strong internal and external relationships and trust
• You get energized by and look forward to high-touch customer engagements
• You are tenacious and resilient to ensure your customers achieve outsized success
• You aspire to become an expert in customer change management and software adoption tactics and strategies

How We Work:

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

Compensation and benefits:

• Competitive base compensation
• Extended health & dental benefits that kick in day 1
• Opportunity to participate in our Employee Stock Option Plan
• Time off. Take what you need. We want the team to prioritize wellness and avoid burnout. Vacation usually falls into 3 categories: recharging, life-event, & keeping a work-life balance. Just ensure the required work gets done and clear it with your team in advance. You need to take at least two weeks off every year. The average Klue team member takes 2-4 weeks of PTO per year.
• Direct access to our leadership team, including our CEO
• Be part of a high performing CS team who know how to celebrate their success!

• ️ LinkedIn