Customer Success Manager
客户成功经理 (CSM) 为 Kleio 的售后客户旅程担任战略所有者，确保通过成功的安装，采用，实现价值，更新和扩张来为客户提供可衡量的业务成果。作为客户利益相关方的信任顾问，CSM 与销售，产品，实施，工程和支持团队密切合作，以加速时间到价值，推动平台采用，监测客户健康并确定增长机会。该职位负责将客户参与转化为长期的反复收入，通过增加保留，扩大部门和使用案例中的使用，产生客户宣传，并提供可操作的产品反，帮助塑造 Kleio 未来路线图。位置总结 Kofile 正在寻求一个经验丰富且专注于客户成功管理员 (CSM) 来领导 Kleio 的客户采用，保留和增长，这是 Kleio 的人工智能技术驱动的文档情报和参与平台。客户成功经理拥有售后客户生命周期从安装到实施，通过采用，更新和扩展。这个人作为客户的可靠顾问，帮助他们实现战略业务成果，同时最大限度地利用 Kleio 实现的价值。该角色与销售，产品管理，工程，专业服务，支持和客户运营团队密切合作，以推动可测量的客户成功和长期复发收入增长。理想候选人结合 SaaS 客户成功专业知识，强大的执行沟通技能，咨询问题解决以及帮助客户通过人工智能技术取得成功的热情。预计该角色将利用客户登录计划，采用得分卡，使用监测，业务评价和客户成功指标来推动结果。关键责任客户登陆与采用 ·自主从实施到持续采用的客户旅程。·支持登入活动以加速时间至值。·制定符合客户业务目标和期望结果的客户成功计划。·提供客户启动，培训和采用方案。·监控平台的利用，参与和采用趋势。·驱动新 Kleio 平台功能，人工智能功能和发布的应用。· 与客户建立高管层面的关系
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The Customer Success Manager (CSM) serves as the strategic owner of the post-sale customer journey for Kleio, ensuring customers achieve measurable business outcomes through successful onboarding, adoption, value realization, renewal, and expansion. Acting as the trusted advisor to customer stakeholders, the CSM partners closely with Sales, Product, Implementation, Engineering, and Support teams to accelerate time-to-value, drive platform adoption, monitor customer health, and identify growth opportunities. This role is responsible for transforming customer engagement into long-term recurring revenue by increasing retention, expanding usage across departments and use cases, generating customer advocacy, and delivering actionable product feedback that helps shape the future roadmap of Kleio.
Position Summary
Kofile is seeking an experienced and customer-focused Customer Success Manager (CSM) to lead customer adoption, retention, and growth for Kleio, Kofile's AI-powered document intelligence and engagement platform.
The Customer Success Manager owns the post-sale customer lifecycle—from onboarding and implementation through adoption, renewal, and expansion. This individual serves as a trusted advisor to customers, helping them achieve strategic business outcomes while maximizing the value realized from Kleio. The role collaborates closely with Sales, Product Management, Engineering, Professional Services, Support, and Customer Operations teams to drive measurable customer success and long-term recurring revenue growth.
The ideal candidate combines SaaS customer success expertise, strong executive communication skills, consultative problem solving, and a passion for helping customers succeed with AI-powered technologies. The role is expected to leverage customer onboarding programs, adoption scorecards, usage monitoring, business reviews, and customer success metrics to drive outcomes.
Key Responsibilities
Customer Onboarding & Adoption
· Own the customer journey from implementation through ongoing adoption.
- Support onboarding activities to accelerate time-to-value.
- Develop customer success plans aligned to customer business goals and desired outcomes.
- Deliver customer enablement, training, and adoption programs.
- Monitor platform utilization, engagement, and adoption trends.
- Drive adoption of new Kleio capabilities, AI features, and platform releases.
Customer Health & Retention
· Build executive-level relationships with customer stakeholders.
- Conduct Quarterly Business Reviews (QBRs) and success reviews.
- Monitor customer health scores and renewal readiness.
- Identify adoption risks and proactively execute mitigation plans.
- Manage escalations and coordinate resolution across internal teams.
- Drive customer satisfaction and long-term retention.
Growth & Expansion
· Identify opportunities to expand Kleio usage across departments, users, and business units.
- Partner with Sales teams on account growth strategies.
- Support cross-sell and upsell initiatives.
- Develop account expansion recommendations based on customer needs and usage patterns.
AI Value Realization
· Help customers quantify and communicate business value achieved through Kleio.
- Demonstrate operational efficiencies and productivity improvements.
- Drive adoption of AI-powered search and interaction
- Promote best practices for AI-enabled information management and knowledge discovery.
- Ensure customers recognize measurable outcomes tied to their investment.
Product Feedback & Customer Advocacy
· Collect customer feedback and communicate insights to Product Management.
- Identify opportunities for customer references, testimonials, and case studies.
- Support customer advisory programs and roadmap discussions.
- Advocate for customer needs and priorities across the organization.
- Contribute strategic input that informs future product direction.
Experience
· 5+ years of Customer Success, SaaS Account Management, Professional Services, Consulting, or related experience.
- Proven success managing enterprise customer relationships.
- Demonstrated experience driving software adoption, renewals, and account expansion.
- Experience conducting executive business reviews and strategic customer conversations.
- Familiarity with SaaS subscription business models and recurring revenue metrics.
Skills
· Exceptional relationship-building and communication skills.
- Strong executive presentation and storytelling abilities.
- Strategic thinking and consultative problem-solving.
- Data-driven decision-making using usage and customer health metrics.
- Ability to manage multiple accounts and priorities simultaneously.
- Experience working cross-functionally across Sales, Product, Engineering, and Support.
Preferred Qualifications
· Experience with AI-powered software platforms.
- Experience with AWS Cloud Services and Amazon Bedrock Suite is highly desirable.
- Experience in GovTech, records management, archives, libraries, museums, or information management solutions.
- Familiarity with enterprise search, metadata management, content services, or document intelligence platforms.
- Experience supporting public sector and regulated industry customers.
- Understanding of digital transformation and SaaS adoption programs.
Why This Role Matters
Customer Success is the operating system that transforms Kleio from a software sale into a long-term customer partnership. This role protects recurring revenue, accelerates adoption, expands customer value, strengthens customer advocacy, provides strategic input to product development, and creates a scalable foundation for long-term SaaS growth. Ultimately, the Customer Success Manager helps maximize customer lifetime value while driving sustainable revenue growth, increased Net Revenue Retention, and long-term enterprise value creation for Kleio.
Benefits:
As a full-time employee, you will receive access to the following benefits
- Leadership and career development opportunities
- Low cost insurance (medical, dental, vision, life & disability)
- 401(k) plan (company matching)
- Paid holidays
- PTO
- Paid maternity & paternity leave
- Educational assistance
- Business casual environment
At Kofile, we believe that government has infinite potential to do good and that all information residing within local governments should be preserved, digitized, and made available to all their employees and citizens. We partner with government agencies nationwide to help them meet their citizens’ needs by preserving the integrity and content of paper documents to ensure they will be available for use forever and modernizing information management through digitization and access systems.
Kofile has been a market leader in serving local governments for the last 10 years. We help local governments modernize operations and improve citizen access and engagement. Our solutions include a full suite of premium and software for record retention and recording applications. The company and its culture are built entirely around putting customers first. Our 3,000+ customers cover nearly half of the U.S. population, and customer loyalty is unsurpassed in the industry.
Originally posted on Himalayas