Senior Customer Success Manager

KlearNow.AI is redefining trade compliance and customs brokerage through intelligent automation. As a Senior Customer Success Manager, you will act as the strategic bridge between KlearNow and our Strategic Accounts, focusing on driving adoption and measurable business value.

Responsibilities:

• 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:

• 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
• 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
• 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