Customer Success Manager, Klue
Mid-Market
CA$80-100k
+ Employee Stock Option Plan + Variable compensation plan
2 days a week in office
Competitive enablement software
Open for applications
Competitive enablement software
201-500 employees
Open for applications
CA$80-100k
+ Employee Stock Option Plan + Variable compensation plan
2 days a week in office
201-500 employees
Company mission
Klue's mission is to enable revenue teams with the insights they need to win, when they need it, and wherever they live.
Role
Who you are
- You want your customer to own the spotlight and are their biggest champion
- You have a natural ability and desire to build strong internal and external relationships and trust
- You get energized by and look forward to high-touch customer engagements
- You are tenacious and resilient to ensure your customers achieve outsized success
- You aspire to become an expert in customer change management and software adoption tactics and strategies
- You are responsible for the commercial success of your book of business including renewals and expansions
What the job involves
- As a Customer Success Manager you will maximize customer value and you will minimize churn through best-in-class platform adoption to protect, defend and prime Klue's customer base for future growth through expansion
- You will own the customer experience and business outcomes of the Joint Success Plan to ensure high adoption and best-in-class content quality, the two hallmarks of a strong competitive enablement program
- What success looks like in your role:
- You develop and maintain product expertise for all supported use cases and user personas including Product Marketing, Competitive Intelligence, Market Intelligence, Sales, Customer Success, Product Managers, Marketing and Executive audiences to act as your customers' trusted advisor
- You develop content expertise for supported use cases and user personas referenced above
- You are able to influence, persuade and inspire customers to change behaviour and to drive the customer's internal change management needs resulting in best in class adoption metrics and an elimination of the status quo tools and processes
- You own and turn around common at risk scenarios
- You are fluent in your understanding of key SaaS metrics and ones important to Klue: GRR, NRR, Net Retention, Churn, TTV and other team, industry and Board-level metrics for your Book of Business
- Leading indicators of success you'll be measured on:
- Platform adoption - user frequency, depth, breadth (% customers above the usage benchmark)
- Content quality - best practices (% customers with content quality scores above the ‘what good looks like’ benchmark)
- Advocacy - customer referenceability, G2 reviews, NPS, case studies
- Expansion Pipeline - CSQLs (customer success qualified leads)
- Lagging indicators of success you'll be measured on:
- GRR (gross revenue retention)
- NRR (net revenue retention)
- Logo retention
- Customer ROI (Klue’s proprietary measurement)
Application process
- All interviews will be conducted via video calls
Our take
The integration of market data into the many functions of enterprise has been a consistent trend in SaaS markets for a number of years. Klue is taking a similar approach for teams looking to understand competitive landscapes.
The startup is uniquely attempting to create a new category of ‘competitive enablement software’. Whereas other software companies sought to fix a company’s business intelligence needs or content placement strategies, Klue brings all of these services together under the lens of competitive positioning.
Klue plans to find ways to reduce the burden of collecting intel and also automate insights. The company wants to introduce deeper integrations with enterprise tools like Slack, Salesforce, Gong, Highspot and Gainsights.
The biggest risk facing the company is that their product is currently more enterprise friendly, supported by customer specialists. For the software company to achieve true scale, they will want to democratise access to competitive enablement with a self-serve software available to small businesses.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Mar 2023
$2m
GRANT
Dec 2021
$62m
SERIES B
Total funding: $89.1m
Company benefits
- We gather compensation benchmarking data across BC and Canada’s Tech Industry, and use that data to build a range for our current team and future talent based on skill, capabilities and potential
- We currently have extended health benefits
- Vacation. Unlimited Vacation. We want the team to prioritize wellness and avoid burnout. We want to also give individuals autonomy to choose how and when they take vacation. We understand and respect that everyone’s needs for time off are different, just like our team.
- Work-life integration: Hybrid work model, flexible working schedules, and a global team
Company values
- Builders
- Intellectually Curious
- Ambitious
- Objective Oriented
Company HQ
Downtown Vancouver, Vancouver, BC
Articles
Leadership
Jason Smith
(CEO)Key roles include President at Vision Critical, a global market research software leader, and co-founder of Columbus Group, a digital agency pioneer acquired by TELUS. Advisor and consultant to early-stage companies. Stint as a VP at Electronic Arts.
Sarathay Naicker
(CTO)Prior to Klue, Sarathay rose to become the Chief Technologist at major cloud company, Sophos. Prior to that Sarathay was a senior developer at ActiveState until 2003.
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