Senior Customer Success Manager

KlearNow

Senior Customer Success Manager responsible for customer advocacy and strategic relationship management at KlearNow.AI. Driving adoption and value realization for clients in trade compliance software.

Posted 6/26/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $135,000 - $165,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
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.
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.
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

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

Competitive base salary + variable compensation tied to retention and expansion targets

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementSaaStrade compliancesupply chain softwarerenewalsexpansion revenuedata analysisproject managementbusiness case development

Soft Skills

executive presencestructured communicationrelationship buildingnegotiationstakeholder managementstrategic alignmentproblem-solvingadaptabilityleadershipcross-functional collaboration

Certifications

U.S. Customs Broker LicenseCertified Customs Specialist (CCS)