For too long, water utilities have had to manage operations through fragmented systems, siloed data, and workflows held together by institutional memory. As costs rise, teams shrink, and operational decisions demand real-time clarity, connected data is no longer a nice-to-have. It's essential.

Our mission is simple: Making Water Better.

Klir is the Operational Data Hub that connects water utility programs, data, and decisions into one connected operational system. It replaces fragmented tools and siloed data with a unified view of Drinking Water, Wastewater, and Industrial Pretreatment operations — giving teams the clarity, visibility, and continuity to act sooner and with more confidence.

Utilities choose Klir because we combine:

A single source of truth for operational and compliance data

Automated workflows that eliminate manual effort and reduce risk

Insights and analytics that surface trends, issues, and optimization opportunities

A modern, intuitive experience for frontline operators and executives alike

Backed by Insight Partners, Bowery Capital, and Spider Capital, Klir is one of the fastest-growing companies in the digital water space — with strong product-market fit and rapidly expanding demand across North America.

Role Description
As a Senior Customer Success Manager , you will guide utilities through a deeply intentional, outcome-driven value realization journey. You will take ownership post-implementation, multithreading across each account and engaging users, program managers, and executive sponsors to build strong alignment and measurable progress.

You’ll create shared success plans, manage change across people, process, and communications, and ensure every customer interaction is purposeful — not just time spent, but value delivered. Your goal is to ensure Klir becomes a trusted, adopted, and indispensable operational hub across every level of the utility.

As our Customer Success team scales and takes on larger, more complex accounts, this role has real potential to grow into ownership of one of our flagship strategic relationships.

Your primary success metrics include: Net Dollar Retention, Gross Dollar Retention, Time to Value, Success Plan completion, value realization milestones, customer health, customer adoption, and qualified expansion opportunities.

Responsibilities:
Post-Implementation Ownership

Own the customer relationship immediately following implementation

Build continuity, trust, and deep account knowledge beyond onboarding





Serve as the long-term strategic partner across multiple stakeholder levels

Value Realization & Success Planning

Build and maintain shared Success Plans with clear outcomes, timelines, and responsibilities

Drive customers through a structured value journey tied to measurable progress

Ensure utilities understand what value will be delivered, how it will be achieved, and how it will be measured

Communicate Klir’s Product Roadmap consistently to customers and act as a voice of the customer internally

Multithreading & Strategic Relationships

Develop strong, multidimensional relationships across each account

Engage users, supervisors, program managers, and executive sponsors

Tailor communication and engagement to each stakeholder group’s goals and perspectives

Structured Change Management

Lead customer adoption through a practical change management framework focused on:

Process: Understanding and aligning Klir to real-world workflows and SOPs

People: Delivering role-specific enablement, training, and adoption strategiesCommunications: Ensuring explicit internal messaging around:

Why Klir is being adopted

What will change

When teams will be impacted

Who is responsible

How to get training and support

Customer Enablement & Adoption

Deliver thoughtful, outcome-focused enablement and training

Identify and resolve blockers to adoption by being a Product expert

Use data and insights to guide engagement, usage, and behavior change

Lead renewal conversations with POCs and executive buyers

Identify value-aligned expansion opportunities and partner with Sales to pursue them

Monitor account health and proactively identify risk signals

Build and lead action plans to mitigate risk and protect long-term value

Intentional Customer Engagement

Ensure every touchpoint is purposeful and aligned to value, outcomes, or next steps

Move beyond check-ins toward strategic discussions that demonstrate impact

Continuously highlight how Klir supports efficiency, effectiveness, and workforce satisfaction

Requirements (Sound like you?)
Experience





5+ years in Customer Success (Strategic/Enterprise CSM, Professional Services, or Implementation) — required. You don't need to have spent all five years in a senior-level CSM role, but you should have held a senior-level role previously.

Experience with enterprise clients required; direct experience in highly regulated industries, government, or utilities is a strong asset.

Skills & Attributes

Strategic thinker with strong execution capabilities

Skilled in guiding post-implementation customer journeys

Strong experience in change management across process, people, and communications

Excellent at building multithreaded relationships

Great communicator who brings intentionality and clarity to every conversation

Comfortable becoming a genuine product expert — confident demoing software and working through issues live with customers

Commercially minded, with a solid grasp of revenue outcomes and renewal ownership

Curious and creative about applying AI tools to your day-to-day work

High accountability, an ownership mentality, and no ego — ready to roll up your sleeves

Empathetic, customer-centered, and mission-driven, with genuine care for customer outcomes

Resourceful, action-oriented, and thrives in fast-moving environments

Our Commitment To You
Meaningful Impact

You’ll be helping to transform how water utilities operate and support the sustainability of a vital global resource.

Hybrid Flexibility

Working in a hybrid model with your home base in Toronto, collaborating in person while benefiting from remote flexibility.

High-Performance, High-Heart Culture

We take our mission seriously—but we believe in humor, humanity, and enjoying the work.

Our Values

Honesty. Audacity. Unity. These guide how we work with customers and with each other.

Commitment to Your Growth

You’ll work with leaders dedicated to coaching, transparency, and helping you become your best professional self.

Compensation & Timing & Travel

Salary: CAD $90,000–$110,000 plus annual bonus

Canadian benefits package

Unlimited vacation

MacBook Pro

Travel: As this role manages strategic relationships with utilities across the United States, you will be expected to travel to customer sites for key milestones, relationship-building, value reviews, and strategic planning sessions. Typical travel ranges from 10–20% annually, depending on customer needs.Timing: Immediate opening

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📌 Senior Customer Success Manager (Ontario)
🏢 Klir Platform Europe
📍 Ontario