Customer Success Manager
Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients including wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively. Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement.
About the role
The Customer Success Manager (CSM) is accountable for driving measurable customer outcomes, retention, and long-term value across a defined portfolio of customers. This role goes beyond relationship management or issue resolution. CSMs at Klipboard proactively guide customers to adopt the right capabilities, change behaviors where needed, and clearly demonstrate value over time. The CSM acts as the orchestrator of the customer experience, working across Product, Support, Professional Services, and Sales to ensure customers achieve success that is visible, provable, and repeatable.
Key Responsibilities
Own the overall success of customers in your portfolio
Establish clear success goals aligned to the customer’s business objectives
Translate Klipboard capabilities into practical, outcome-led use cases
Regularly validate and articulate value achieved (time saved, risk reduced, performance improved)
Proactively monitor customer health, sentiment, and product adoption signals
Identify customers at risk and lead recovery plans
Take ownership of escalations and coordinate swift, effective resolution
Ensure smooth transitions from onboarding to business-as-usual
Drive meaningful adoption of core and high-value product capabilities
Influence customer behavior to align with best-practice usage
Encourage self-sufficiency while remaining a trusted strategic partner
Lead structured service reviews focused on outcomes, not activity
Internal alignment & advocacy
Act as the voice of the customer internally, grounded in evidence, not anecdote
Collaborate with Support, Product, and Delivery teams to resolve systemic issues
Feed actionable insights into product roadmap and service improvements
Contribute to the continuous improvement of Customer Success ways of working
Commercial impact
Support retention, renewal, and expansion through value-led engagement
Identify advocacy opportunities including references, case studies, and testimonials
Work closely with Sales and Renewals teams to ensure a joined-up customer journey
Any other duties as requested are commensurate with the role.
Skills, Knowledge & Experience
Proven experience in Customer Success, Account Management, or similar role
Experience managing multiple customers and priorities simultaneously
Strong commercial awareness with the ability to link activity to outcomes
Comfortable working with data, health indicators, and customer insight
Clear, confident communicator with senior customer stakeholders
Able to lead value-based conversations and challenge constructively
Strong written and presentation skills
Builds trust quickly with both customers and internal teams
Outcome-focused and proactive
Curious, analytical, and comfortable with ambiguity
Ownership-driven — sees issues through to resolution
Continuously learning and improving
Tools & Technology
Comfortable using CRM platforms, customer success tooling, and analytics
Confident with Microsoft Office and collaboration tools
Open to using AI-assisted tooling to reduce manual effort and improve insight
Equal Opportunities
We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.