Customer Success Manager

Overview

As a Customer Success Manager at Klipboard, you will drive measurable outcomes and long-term value for a defined portfolio of customers. You will orchestrate cross-functional collaboration across Product, Support, Professional Services, and Sales to ensure value realization and customer health. You’ll guide adoption of core capabilities, steer towards best practices, and enable customers to achieve business objectives. This role offers impactful work at scale, shaping customer success outcomes in a AI-enabled, hybrid-work environment.

Responsibilities

• Own the overall success of customers in your portfolio
• Set clear success goals aligned to customer objectives
• Translate Klipboard capabilities into practical use cases
• Regularly validate and articulate value achieved (time saved, risk reduced, performance improved)
• Monitor customer health, sentiment, and product adoption signals
• Identify at-risk customers and lead recovery plans
• Own escalations and coordinate swift resolutions
• Ensure smooth onboarding to business as usual
• Drive meaningful adoption of core/high-value product capabilities
• Influence customer behavior to align with best practice usage
• Lead structured service reviews focused on outcomes
• Act as the voice of the customer internally with evidence
• Collaborate with Support, Product, and Delivery to resolve issues
• Feed actionable insights into product roadmap and service improvements
• Contribute to continuous improvement of Customer Success processes
• Support retention, renewal, and expansion through value-led engagement
• Identify advocacy opportunities (references, case studies, testimonials)
• Work with Sales and Renewals to ensure a joined-up customer journey
• Identify and log leads into Sales
• Any other duties commensurate with the role

Key requirements

• Proven experience in a Customer Success or Account Management role
• Experience managing multiple customers and priorities simultaneously
• Strong commercial awareness linking activity to outcomes
• Comfortable with data, health indicators, and customer insight
• Clear, confident communicator with senior stakeholders
• Ability to lead value-based conversations and challenge constructively
• Strong written and presentation skills
• Builds trust quickly with customers and internal teams
• Outcome-focused and proactive
• Curious, analytical, and comfortable with ambiguity
• Ownership-driven and continuously learning

• Clear communication
• Trust-building
• Proactive problem solving
• CRM platforms
• Customer success tooling
• Analytics

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