Senior Customer Success Manager

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

📋 Description

• Advocate for the utilization of KlearNow across designated accounts in the US and Canada, concentrating on quantifiable business results and return on investment (ROI).

• Convert KlearNow's features and functionalities into tailored business advantages and use cases for clients.

• Develop ROI analyses, executive narratives, and business proposals that encourage adoption and secure executive endorsement.

• Facilitate Quarterly Business Reviews (QBRs) that link KlearNow platform performance to customer trade operation outcomes.

• Foster relationships with senior-level stakeholders across various business units to align KlearNow with strategic objectives and digital transformation plans.

• Act as the primary client-facing contact for executive stakeholders, offering insights and ensuring technology aligns with business goals.

• Sustain and enhance partnerships that position KlearNow as a preferred partner for transformation projects.

• Manage the entire commercial lifecycle after sale: from adoption and renewal to expansion.

• Identify, assess, and pursue opportunities for expansion across teams and business units to enhance footprint and wallet share.

• Collaborate with Sales leadership to negotiate renewals and contract expansions.

• Establish, evaluate, and communicate key performance indicators (KPIs) such as adoption, ROI, and revenue share to stakeholders and leadership.

• Oversee and maintain account health scores; develop escalation and recovery strategies for accounts at risk.

• Supervise timelines, deliverables, and stakeholder communications for significant client initiatives.

• Incorporate client feedback and requirements into product development and cross-functional strategies to ensure KlearNow adapts to user demands.

• Act as a subject matter expert on customers' trade compliance processes, including broker operations, entry types, IEEPA/tariff implications, and HTS classification requirements.

• Collaborate with Engineering and Operations regarding platform escalations impacting your accounts.

⛳️ Requirements

• At least 10 years of experience in Customer Success, Account Management, or a related role, preferably in SaaS, logistics, trade compliance, or supply chain software.

• Ideally, 3-5 years of experience working with or for national, enterprise-level customs brokerage firms.

• Proven history of managing renewals and generating expansion revenue, rather than solely focusing on customer satisfaction metrics.

• Experience in overseeing complex, multi-stakeholder strategic enterprise-level accounts at the VP and C-suite levels.

• A strong understanding of customs brokerage, freight forwarding, and/or trade compliance operations is a significant benefit.

• Executive presence: demonstrated success in presenting to VP- and C-level audiences and independently conducting QBRs.

• A U.S. Customs Broker License issued by U.S. Customs and Border Protection (CBP) or an equivalent such as a Certified Customs Specialist (CCS) designation from the NCBFAA is preferred.

• Commercial acumen: familiarity with ARR, GRR, NRR, and the ability to construct a persuasive business case for expansion.

• Effective communicator: adept at translating operational complexities into clear executive updates, escalation summaries, and renewal narratives.

• Data-oriented: comfortable with extracting and interpreting account health data from CRM and platform dashboards (experience with HubSpot is a plus).

• Strong project management instincts: capable of tracking deliverables, identifying risks early, and ensuring multi-stakeholder initiatives remain on course.

🏝️ Benefits

• Competitive base salary plus variable compensation linked to retention and expansion objectives.