Note: The job is a remote job and is open to candidates in USA. Kofile develops digitization and information management solutions that help local governments preserve records, modernize operations, and improve citizen access and engagement. The Customer Success Manager will own the post-sale lifecycle for Kleio, an AI-powered document intelligence and engagement platform, driving onboarding, adoption, value realization, renewals, expansion, customer advocacy, and product feedback. The role partners cross-functionally to build customer relationships, monitor health, mitigate risks, and support long-term recurring revenue growth.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- 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
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
- Remote work arrangement
Company Overview