Customer Success Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take ownership of the customer journey from implementation to ongoing adoption.

• Assist with onboarding efforts to enhance time-to-value.

• Create customer success plans that align with business goals and desired outcomes.

• Provide customer enablement, training, and adoption initiatives.

• Track platform usage, engagement, and adoption trends.

• Promote the adoption of new Kleio features, AI capabilities, and platform updates.

• Establish executive-level relationships with customer stakeholders.

• Conduct Quarterly Business Reviews and success assessments.

• Keep an eye on customer health scores and readiness for renewal.

• Identify risks to adoption and implement mitigation strategies.

• Handle escalations and coordinate resolutions among internal teams.

• Enhance customer satisfaction and ensure long-term retention.

• Discover opportunities to broaden Kleio's usage across departments, users, and business units.

• Collaborate with Sales teams on strategies for account growth.

• Assist in cross-sell and upsell initiatives.

• Generate account expansion recommendations based on customer requirements and usage patterns.

• Aid customers in measuring and communicating the business value achieved through Kleio.

• Showcase operational efficiencies and improvements in productivity.

• Encourage the adoption of AI-driven search and interaction.

• Advocate best practices for AI-enabled information management and knowledge discovery.

• Ensure that customers recognize measurable outcomes linked to their investment.

• Gather customer feedback and relay insights to Product Management.

• Identify opportunities for customer references, testimonials, and case studies.

• Facilitate customer advisory programs and roadmap conversations.

• Champion customer needs and priorities throughout the organization.

• Provide strategic input to guide future product direction.

⛳️ Requirements

• Over 5 years of experience in Customer Success, SaaS Account Management, Professional Services, Consulting, or a related field.

• Proven track record of managing enterprise customer relationships successfully.

• Demonstrated ability to drive software adoption, renewals, and account growth.

• Experience in conducting executive business reviews and strategic discussions with customers.

• Familiar with SaaS subscription business models and recurring revenue metrics.

• Outstanding relationship-building and communication skills.

• Strong presentation and storytelling skills for executive audiences.

• Strategic mindset and consultative problem-solving capabilities.

• Data-driven decision-making skills utilizing usage and customer health metrics.

• Ability to manage multiple accounts and priorities simultaneously.

• Experience working cross-departmentally with Sales, Product, Engineering, and Support teams.

• Preferred experience with AI-powered software platforms.

• Highly desirable experience with AWS Cloud Services and the Amazon Bedrock Suite.

• Preferred background in GovTech, records management, archives, libraries, museums, or information management solutions.

• Familiarity with enterprise search, metadata management, content services, or document intelligence platforms preferred.

• Experience supporting public sector and regulated industry clients preferred.

• Understanding of digital transformation and SaaS adoption programs preferred.

🏝️ Benefits

• Opportunities for leadership and career development.

• Affordable insurance options (medical, dental, vision, life & disability).

• 401(k) plan with company matching.

• Paid holidays.

• Paid time off (PTO).

• Paid maternity and paternity leave.

• Educational assistance.

• Business casual work environment.