Klue

Customer Success Manager

London, England. Posted 11 days ago

The role

You will own the full customer relationship from onboarding through renewal and expansion. You will drive platform adoption, demonstrate ROI, and lead cross-functional account teams to ensure customers get measurable value.

What you will do

  • Own renewals and expansions
  • Forecast, manage, and hit revenue numbers
  • Drive adoption and platform completeness
  • Map outcomes and demonstrate ROI
  • Multi-thread and lead change across customer levels
  • Lead the account team including Win-Loss Researchers, PMAs, Sales, and AI Solutions

Required qualifications

  • Track record in a CSM or commercial role with direct revenue accountability
  • Ability to lead and coordinate a cross-functional account team without direct authority
  • Proven success building trust and credibility across a customer organization
  • Comfortable with upsell conversations, business-case development, and navigating contract dynamics
  • Ability to diagnose customer business goals and connect them to platform outcomes
  • Ability to build internal Champions and navigate complex stakeholder dynamics
  • Ability to build relationships across levels by default
  • Proactively identify risk and opportunity in customer behavior and usage data
  • Comfortable learning integrations and AI capabilities
  • Actively uses AI tools in day-to-day work

Nice to have

  • Experience in competitive intelligence, product marketing, sales enablement, or B2B SaaS
  • Familiarity with technical integrations (MCP, CRM, Slack, or similar)
  • Knowledge of competitive enablement best practices
  • Hands-on experience with AI tools beyond basic usage: prompt design, workflow automation, or AI-assisted customer work

Benefits

  • Competitive base compensation plus variable
  • Monthly Pension Contribution
  • Extended health & dental benefits
  • Employee Stock Option Plan
  • Take what you need vacation policy (minimum 28 days per year)
  • Direct access to leadership team, including CEO
  • Mac or PC
  • Dog-friendly spaces in Vancouver and Toronto

About the company

Klue is an AI-first company building the future of competitive intelligence. They help organizations generate market, competitor, and buyer insights in a unified platform.