Senior Customer Success Manager

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 

• 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.