Customer Success Manager

About this role

AT KLUE https://klue.com/, WE’RE BUILDING THE FUTURE OF COMPETITIVE INTELLIGENCE

THE CUSTOMER SUCCESS TEAM IS HIRING 👋

You're the person who walks into an account and immediately sees what matters: the risk no one's named yet, the expansion hiding in plain sight, the champion waiting to be developed. You earn trust fast, ask the right questions, and turn a customer's goals into a plan that actually sticks.

If that sounds like you, keep reading. We'd love to meet you.

As a Customer Success Manager at Klue, you own the full customer relationship, from onboarding through renewal and expansion. You're the connective tissue: keeping every account team aligned, every customer growing, and every risk on the radar before it becomes a problem. Klue's product moves fast. New AI agents, integrations, and capabilities ship continuously. The CSMs who thrive here stay ahead of it, act on signals early, and show up as both a trusted advisor and a confident commercial partner.

Your Mission? To make sure every customer in your book gets real, measurable value from Klue, and grows because of it. You build the relationships, drive the adoption, and close the commercial outcomes. When your customers win, you win.

WHAT'S IN IT FOR YOU?

This role puts you at the center of how B2B companies use competitive intelligence to win deals, grow revenue, and own their markets. You'll work across industries and stakeholder levels, build deep customer intuition, and gain hard-won experience running complex change management inside leading organizations. In an AI-first company shipping continuously, your expertise compounds fast. No two years here look the same.

WHAT YOU'LL DO

- Own Renewals and Expansions. Your book, your number. You forecast it, manage it, and hit it. That means spotting churn signals before anyone else names them, building the business case for expansion, and running cross-sell motions with Sales, including Klue's win-loss interview program. The commercial outcomes are yours.

- Drive Adoption and Platform Completeness. Klue ships fast. Your job is to make sure every customer keeps up: AI agents running, integrations live, Curators and Consumers actually using the platform. You stay current on what's new and make it land, translating product velocity into conversations your customers care about.

- Map Outcomes and Demonstrate ROI. You connect Klue to what your customers actually care about: win rate, rep confidence, PMM efficiency. You quantify it, document it, and make it impossible to argue with at renewal time. ROI isn't a slide you build at the end, it's a story you're telling all year.

- Multi-Thread and Lead Change. Single-threaded accounts are at-risk accounts. You build across levels by default: economic buyers, Champions, Consumers, exec sponsors. You help customers navigate their own organizations and drive adoption through real friction, not around it.

- Lead the Account Team. You own the account, which means owning the strategy and everyone working inside it. Win-Loss Researchers, PMAs, Sales, AI Solutions. You set the direction. They execute alongside you.

WHAT SUCCESS LOOKS LIKE

We want you to love the role you're in and believe these are the things that matter most. You'll know you're nailing it when:

- GRR and expansion targets are met or exceeded for your book every quarter.

- All eligible customers have their AI agents running: right competitors tracked, right integrations live, platform usage above benchmarks.

- Upsell and cross-sell opportunities are identified, qualified, and closed at or above target. Win-loss cross-sell pipeline exists and is actively moving for eligible accounts.

- Every account has at least one documented ROI moment per quarter, tied to a specific Klue outcome.

- Every account has at least two active contacts at different levels. No single-threaded accounts in your book.

- Customers are activated on new product capabilities within one quarter of release.

- Risk is flagged and acted on early, not discovered at renewal.

WHAT YOU BRING

MUST HAVES:

- The experience. track record in a CSM or commercial role with direct revenue accountability. You've owned renewals and expansion targets and hit them.

- Ownership. ability to lead and coordinate a cross-functional account team without direct authority.

- Customer facing. Proven success building trust and credibility across a customer organization, from day-to-day champions to executive buyers.

- Commercial fluency. comfortable with upsell conversations, business-case development, and navigating contract dynamics with confidence.

- Strong discovery skills. can diagnose a customer's business goals, connect them to Klue's platform outcomes, and make the link explicit and repeatable.

- Change management instinct. knows how to build internal Champions, navigate complex stakeholder dynamics, and drive adoption against organizational friction.

- Multi-threading instinct. you build relationships across levels by default, not as a recovery strategy.

- Signal awareness and speed. proactively identifies risk and opportunity in customer behavior, usage data, and relationship health, and acts fast.

- Technical curiosity. comfortable learning integrations and AI capabilities, and explaining them clearly to non-technical audiences.

- AI-fluency. actively uses AI tools in day-to-day work and can model that behavior with customers.

NICE-TO-HAVES:

- Experience in competitive intelligence, product marketing, sales enablement, or B2B SaaS.

- Familiarity with technical integrations (MCP, CRM, Slack, or similar) and comfort guiding customers through deployment.

- Knowledge of competitive enablement best practices and how revenue teams operationalize competitive programs.

- Hands-on experience with AI tools beyond basic usage: prompt design, workflow automation, or AI-assisted customer work.

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