Customer Success Manager

Overview

Klipboard provides specialist software, services and support to deliver integrated trading and business management solutions for distributive trade customers worldwide. We design and deliver high-performance ERP solutions that help customers source effectively, stock efficiently, sell profitably and service competitively. This role is part of a global team shaping customer outcomes through collaboration across Product, Support, Professional Services, and Sales.

Key Responsibilities

• Customer Outcomes & Value
  • Own the overall success of customers in your portfolio
  • Establish clear success goals aligned to the customer’s business objectives
  • Translate Klipboard capabilities into practical, outcome-led use cases
  • Regularly validate and articulate value achieved (time saved, risk reduced, performance improved)
• Proactive Risk & Lifecycle Management
  • Monitor customer health, sentiment, and product adoption signals
  • Proactively identify customers at risk and lead recovery plans
  • Take ownership of escalations and coordinate swift, effective resolution
  • Ensure smooth transitions from onboarding to business as usual
• Adoption & Engagement
  • Drive meaningful adoption of core and high-value product capabilities
  • Influence customer behaviour to align with best practice usage
  • Encourage self-sufficiency while remaining a trusted strategic partner
  • Lead structured service reviews focused on outcomes, not activity
• Internal Alignment & Advocacy
  • Act as the voice of the customer internally, grounded in evidence
  • Collaborate with Support, Product, and Delivery teams to resolve systemic issues
  • Feed actionable insights into product roadmap and service improvements
  • Contribute to the continuous improvement of Customer Success ways of working
• Commercial Impact
  • Support retention, renewal, and expansion through value-led engagement
  • Identify advocacy opportunities including references, case studies, and testimonials
  • Work closely with Sales and Renewals teams to ensure a joined-up customer journey
  • Identify and log leads into the Sales team
• Other duties as requested that are commensurate with the role.

Qualifications & Experience

• Experience in a Customer Success, Account Management, or similar role
• Experience managing multiple customers and priorities simultaneously
• Strong commercial awareness with the ability to link activity to outcomes
• Comfortable working with data, health indicators, and customer insight

Communication, Mindset & Tools

• Clear, confident communicator with senior customer stakeholders
• Ability to lead value-based conversations and challenge constructively
• Strong written and presentation skills
• Builds trust quickly with both customers and internal teams
• Outcome-focused and proactive; curious, analytical, and comfortable with ambiguity
• Ownership-driven and committed to resolving issues; continuously learning and improving
• Experience with CRM platforms, customer success tooling, analytics, and AI-assisted tooling

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