At a Glance
- Tasks: Own customer relationships, drive adoption, and ensure measurable value from Klue's platform.
- Company: Join Klue, a fast-growing AI-first company revolutionising competitive intelligence.
- Benefits: Competitive salary, equity options, health benefits, and flexible time off.
- Other info: Dynamic, collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers succeed and grow with innovative solutions.
- Qualifications: Experience in customer success or commercial roles with proven revenue accountability.
The predicted salary is between 50000 - 66000 £ per year.
At Klue, we’re building the future of competitive intelligence. The Customer Success team is hiring. You're the person who walks into an account and immediately sees what matters: the risk no one's named yet, the expansion hiding in plain sight, the champion waiting to be developed. You earn trust fast, ask the right questions, and turn a customer's goals into a plan that actually sticks.
As a Customer Success Manager at Klue, you own the full customer relationship, from onboarding through renewal and expansion. You're the connective tissue: keeping every account team aligned, every customer growing, and every risk on the radar before it becomes a problem. Klue's product moves fast. New AI agents, integrations, and capabilities ship continuously. The CSMs who thrive here stay ahead of it, act on signals early, and show up as both a trusted advisor and a confident commercial partner.
Your mission is to make sure every customer in your book gets real, measurable value from Klue, and grows because of it. You build the relationships, drive the adoption, and close the commercial outcomes. When your customers win, you win.
What You'll Do:
- Own Renewals and Expansions: Your book, your number. You forecast it, manage it, and hit it. That means spotting churn signals before anyone else names them, building the business case for expansion, and running cross-sell motions with Sales.
- Drive Adoption and Platform Completeness: Your job is to make sure every customer keeps up: AI agents running, integrations live, Curators and Consumers actually using the platform.
- Map Outcomes and Demonstrate ROI: You connect Klue to what your customers actually care about: win rate, rep confidence, PMM efficiency.
- Multi-Thread and Lead Change: You build across levels by default: economic buyers, Champions, Consumers, exec sponsors.
- Lead the Account Team: You own the account, which means owning the strategy and everyone working inside it.
What Success Looks Like:
- GRR and expansion targets are met or exceeded for your book every quarter.
- All eligible customers have their AI agents running.
- Upsell and cross-sell opportunities are identified, qualified, and closed at or above target.
- Every account has at least one documented ROI moment per quarter.
- Every account has at least two active contacts at different levels.
- Customers are activated on new product capabilities within one quarter of release.
- Risk is flagged and acted on early.
Must Haves:
- The experience: track record in a CSM or commercial role with direct revenue accountability.
- Ownership: ability to lead and coordinate a cross-functional account team without direct authority.
- Customer facing: Proven success building trust and credibility across a customer organization.
- Commercial fluency: comfortable with upsell conversations and navigating contract dynamics.
- Strong discovery skills: can diagnose a customer's business goals.
- Change management instinct: knows how to build internal Champions.
- Multi-threading instinct: you build relationships across levels by default.
- Signal awareness and speed: proactively identifies risk and opportunity in customer behaviour.
- Technical curiosity: comfortable learning integrations and AI capabilities.
- AI-fluency: actively uses AI tools in day-to-day work.
Nice-to-Haves:
- Experience in competitive intelligence, product marketing, sales enablement, or B2B SaaS.
- Familiarity with technical integrations and comfort guiding customers through deployment.
- Knowledge of competitive enablement best practices.
- Hands-on experience with AI tools beyond basic usage.
Benefits:
- Competitive base compensation plus variable.
- Monthly Pension Contribution.
- Extended health & dental benefits that kick in within your first month.
- Opportunity to participate in our Employee Stock Option Plan.
- Time off: Take what you need.
- Direct access to our leadership team, including our CEO.
- Be part of a high performing team who know how to celebrate their success!
At Klue, we're committed to building a high-performing team where people feel a strong sense of belonging, can be their authentic selves, and are able to reach their full potential.
Why Klue Might Be the Perfect Fit For You: At Klue, you’ll push the boundaries of what’s possible. This is a place where your ideas matter, you can shape what comes next, and leave your mark.
How We Work at Klue: We work Office-First, with a hybrid touch, collaborating in our vibrant offices on Mondays, Wednesdays & Thursdays.
Our Commitment to You: High Performance Culture. Comprehensive benefits: Extended health & dental coverage that starts on Day 1. Ownership: All full-time employees have the opportunity to participate in our Employee Stock Option Plan.
About Klue: We’re on a mission to help organizations stop losing winnable deals. Klue’s AI agents generate market, competitor, and buyer insights in a unified platform.
Customer Success Manager employer: Klue Labs
At Klue, we pride ourselves on fostering a high-performance culture that values curiosity, ownership, and collaboration. As an Account Executive in our vibrant London office, you'll enjoy comprehensive benefits from day one, including health coverage and an Employee Stock Option Plan, while working in a dynamic environment that encourages innovation and personal growth. With flexible hybrid work options and regular social events, Klue is the perfect place for those looking to make a meaningful impact in a fast-paced, supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Klue Labs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Klue Labs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Klue Labs:Your cover letter is your chance to shine! Tell us why you want to work at Klue Labs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Klue Labs!
How to prepare for a job interview at Klue Labs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
