Senior Customer Success Manager

About the Role

As a Sr. Customer Success (blend of Account Management and Customer Success), you will act as the strategic, commercial, and technical bridge between KlearNow and our Strategic Accounts. You own the full post-sale relationship from driving adoption, measurable business value, executive alignment, and commercial expansion. In this role, you will proactively shape how customers derive value from the platform and position KlearNow as a long-term partner. 

Core Responsibilities

Adoption & Business Value 

• Promote KlearNow usage across assigned accounts throughout the US and Canada, focusing on measurable business outcomes and ROI. 

• Translate KlearNow features and capabilities into client-specific business benefits and use cases. 

• Build ROI cases, executive narratives, and business cases that drive adoption and executive buy-in. 

Executive Engagement & Strategic Partnerships 

• Lead Quarterly Business Reviews (QBRs) that connect KlearNow platform performance to customer trade operations outcomes. 

• Cultivate senior-level relationships across business units to align KlearNow with strategic goals and digital transformation roadmaps. 

• Serve as the client-facing liaison for executive stakeholders, providing guidance and aligning technology with business priorities. 

• Maintain and grow partnerships that position KlearNow as a preferred enabler for transformation initiatives. 

Commercial Ownership & Portfolio Expansion 

• Own the full commercial lifecycle post-sale: adoption, renewal, and expansion. 

• Identify, qualify, and pursue expansion opportunities across teams and business units to increase footprint and wallet share. 

• Negotiate renewals and contract expansions in partnership with Sales leadership. 

Success Metrics & Reporting 

• Set, measure, and report KPIs (adoption, ROI, revenue share, and others) to stakeholders and leadership. 

• Monitor and maintain account health scores; own escalation and recovery plans for at-risk accounts. 

• Oversee timelines, deliverables, and stakeholder communication for high-impact client initiatives. 

Cross-Functional Advocacy 

• Bring client feedback and requirements into product planning and cross-functional strategy to ensure KlearNow evolves with user needs. 

• Serve as a subject matter resource on customers' trade compliance workflows — broker operations, entry types, IEEPA/tariff implications, and HTS classification needs. 

• Coordinate with Engineering and Operations on platform escalations that affect your accounts 

What We Are Looking For

• Minimum 10 years in Customer Success, Account Management, or a combination role, ideally in SaaS, logistics, trade compliance, or supply chain software. 

• Preferably 3-5 years working for and/or with national, enterprise-level customs brokerage houses. 

• Demonstrated track record owning renewals and expansion revenue, not merely customer satisfaction scores. 

• Experience managing complex, multi-stakeholder strategic enterprise-level accounts at the VP and C-suite level. 

• Familiarity with customs brokerage, freight forwarding, and/or trade compliance operations is a significant advantage. 

Skills & Competencies 

• Executive presence: proven success presenting to VP- and C-level audiences and running QBRs independently. 

•  U.S. Customs Broker License issued by U.S. Customs and Border Protection (CBP) or equivalent such as a Certified Customs Specialist (CCS) designation from the NCBFAA is preferred 

• Commercial acumen: understands ARR, GRR, NRR, and can build a compelling business case for expansion. 

• Structured communicator: translates operational complexity into crisp executive updates, escalation summaries, and renewal narratives. 

• Data-driven: comfortable pulling and interpreting account health data from CRM and platform dashboards (HubSpot experience a plus). 

• Project management instinct: tracks deliverables, flags risk early, and keeps multi-stakeholder initiatives on track.