Senior Customer Success Manager

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 data
• Automated workflows that eliminate manual effort and reduce risk
• Insights and analytics that surface trends, issues, and optimization opportunities
• A 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.

• →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

• 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
• Communicate Klir’s Product Roadmap consistently to customers and act as a voice of the customer internally 

• 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

Lead customer adoption through a practical change management framework focused on:

• Process: Understanding and aligning Klir 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

• Deliver thoughtful, outcome-focused enablement and training
• Identify and resolve blockers to adoption by being a Product expert
• 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

• 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

• 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. 

• 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
• Comfortable becoming a genuine product expert — confident demoing software and working through issues live with customers
• Commercially minded, with a solid grasp of revenue outcomes and renewal ownership
• Curious and creative about applying AI tools to your day-to-day work
• High accountability, an ownership mentality, and no ego — ready to roll up your sleeves
• Empathetic, customer-centered, and mission-driven, with genuine care for customer outcomes
• Resourceful, action-oriented, and thrives in fast-moving environments

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.