Role Description As a Customer Success Manager (Transactional), you will manage a portfolio of post-implementation customers and ensure they continue to adopt Klir, see value from the platform, and remain successful over time.This role is ideal for someone who thrives in a fast-paced environment, enjoys managing a broad portfolio of customers, and takes pride in delivering consistent value through strong execution and prioritization. It requires intentional engagement, sound judgment, and a customer-first mindset.You will work primarily with users and managers, driving adoption, identifying risk early, reinforcing value, and supporting renewals.Your core success metrics include:Gross Dollar Retention, Time to Value, Adoption, Customer Health, and Renewal Readiness. ResponsibilitiesPortfolio Management<ul style=""><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Own and manage a book of 25–40 post-implementation customers</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Segment customers based on health, usage, and risk</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Prioritize time and effort to ensure the right customers get the right level of attention</li></ul>Adoption &amp; Value Reinforcement<ul style=""><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Drive consistent platform adoption through repeatable success motions</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Reinforce customer value through clear, practical communication</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Help customers understand how Klir improves efficiency, effectiveness, and day-to-day workflows</li></ul>Customer Engagement<ul style=""><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Run regular check-ins, value touchpoints, and renewal readiness conversations</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Communicate clearly and efficiently via email, Zoom, and occasional onsite visits</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Ensure customers feel supported without over-servicing</li></ul>Risk Identification &amp; Management<ul style=""><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Monitor usage, engagement, and customer sentiment</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Identify early warning signs of churn or disengagement</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Take proactive steps to re-engage customers and escalate when needed</li></ul>Renewals Support<ul style=""><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Support renewal conversations by ensuring value is clearly understood and documented</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Partner with Sales and Strategic CSMs as needed on expansion or escalation scenarios</li></ul>Operational Excellence<ul style=""><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Follow and help improve repeatable customer success playbooks</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Maintain accurate customer notes, health signals, and action plans</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Balance responsiveness with sustainable workload management</li></ul>Requirements (Sound like you?)Experience (Required)<ul style=""><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">2 - 4 years in Customer Success, Account Management, or Client Services</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Experience managing multiple customers at once in a SaaS or technology-enabled environment</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Comfort working with structured processes, playbooks, and KPIs</li></ul>Skills &amp; Attributes<ul style=""><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Strong prioritization and time-management skills</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Comfortable making tradeoffs and saying no when appropriate</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Clear, concise communicator (especially in writing)</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Practical, execution-oriented mindset</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Customer-focused, empathetic, and reliable</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Comfortable working in a fast-moving, growing company</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Motivated by meaningful work and real-world impact</li></ul> <h2 style="">Our Commitment To You Meaningful Impact</h2>Your work directly supports the people responsible for delivering safe drinking water and managing wastewater for millions of people.Hybrid FlexibilityWork in a hybrid model based in Toronto, balancing in-person collaboration with focused remote work.Strong Team CultureWe value honesty, accountability, and collaboration. We take our mission seriously while supporting one another and enjoying the work.Growth &amp; DevelopmentYou’ll build strong customer success fundamentals with clear opportunities to grow and expand your scope over time.Our ValuesHonesty. Audacity. Unity. These guide how we work with customers and with each other.Commitment to Your GrowthYou’ll work with leaders dedicated to coaching, transparency, and helping you become your best professional self. What's in for you?<ul style=""><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Salary: CAD $80,000–$105,000 including annual bonus (depending on experience)</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Benefits: Canadian benefits package, unlimited vacation, MacBook Pro</li><li style="color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Timing: Immediate opening</li></ul>

Klir's integrated water regulatory solution helps the world's water utilities make water safer.
The Klir platform gathers, monitors and analyses regulatory compliance data, all in one easy-to-use web-based application. With it, water utilities are better equipped to quantify and mitigate the true risks to the environment and human health. It empowers them to improve their performance in addressing and managing enforcement actions issued by the Regulator and to develop more focused asset investment programmes.
By providing them with a powerful way to manage all their regulatory compliance missions in one place, Klir is the ideal solution for water regulations and compliance that helps utilities capture widespread efficiency gains, while ultimately protecting the environment.

Customer Success Manager

Role Description As a Customer Success Manager (Transactional), you will manage a portfolio of post-implementation customers and ensure they continue to adopt Klir, see value from the platform, and remain successful over time.This role is ideal for someone who thrives in a fast-paced environment, enjoys managing a broad portfolio of customers, and takes pride in delivering consistent value through strong execution and prioritization. It requires intentional engagement, sound judgment, and a customer-first mindset.You will work primarily with users and managers, driving adoption, identifying risk early, reinforcing value, and supporting renewals.Your core success metrics include:Gross Dollar Retention, Time to Value, Adoption, Customer Health, and Renewal Readiness. ResponsibilitiesPortfolio Management<ul><li>Own and manage a book of 25–40 post-implementation customers</li><li>Segment customers based on health, usage, and risk</li><li>Prioritize time and effort to ensure the right customers get the right level of attention</li></ul>Adoption &amp; Value Reinforcement<ul><li>Drive consistent platform adoption through repeatable success motions</li><li>Reinforce customer value through clear, practical communication</li><li>Help customers understand how Klir improves efficiency, effectiveness, and day-to-day workflows</li></ul>Customer Engagement<ul><li>Run regular check-ins, value touchpoints, and renewal readiness conversations</li><li>Communicate clearly and efficiently via email, Zoom, and occasional onsite visits</li><li>Ensure customers feel supported without over-servicing</li></ul>Risk Identification &amp; Management<ul><li>Monitor usage, engagement, and customer sentiment</li><li>Identify early warning signs of churn or disengagement</li><li>Take proactive steps to re-engage customers and escalate when needed</li></ul>Renewals Support<ul><li>Support renewal conversations by ensuring value is clearly understood and documented</li><li>Partner with Sales and Strategic CSMs as needed on expansion or escalation scenarios</li></ul>Operational Excellence<ul><li>Follow and help improve repeatable customer success playbooks</li><li>Maintain accurate customer notes, health signals, and action plans</li><li>Balance responsiveness with sustainable workload management</li></ul>Requirements (Sound like you?)Experience (Required)<ul><li>2 - 4 years in Customer Success, Account Management, or Client Services</li><li>Experience managing multiple customers at once in a SaaS or technology-enabled environment</li><li>Comfort working with structured processes, playbooks, and KPIs</li></ul>Skills &amp; Attributes<ul><li>Strong prioritization and time-management skills</li><li>Comfortable making tradeoffs and saying no when appropriate</li><li>Clear, concise communicator (especially in writing)</li><li>Practical, execution-oriented mindset</li><li>Customer-focused, empathetic, and reliable</li><li>Comfortable working in a fast-moving, growing company</li><li>Motivated by meaningful work and real-world impact</li></ul> <h2>Our Commitment To You Meaningful Impact</h2>Your work directly supports the people responsible for delivering safe drinking water and managing wastewater for millions of people.Hybrid FlexibilityWork in a hybrid model based in Toronto, balancing in-person collaboration with focused remote work.Strong Team CultureWe value honesty, accountability, and collaboration. We take our mission seriously while supporting one another and enjoying the work.Growth &amp; DevelopmentYou’ll build strong customer success fundamentals with clear opportunities to grow and expand your scope over time.Our ValuesHonesty. Audacity. Unity. These guide how we work with customers and with each other.Commitment to Your GrowthYou’ll work with leaders dedicated to coaching, transparency, and helping you become your best professional self. What's in for you?<ul><li>Salary: CAD $80,000–$105,000 including annual bonus (depending on experience)</li><li>Benefits: Canadian benefits package, unlimited vacation, MacBook Pro</li><li>Timing: Immediate opening</li></ul>

Customer Success Manager

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Klir

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