Customer Success Manager

Company Description

At Kofile, we believe that government has infinite potential to do good and that all information residing within local governments should be preserved, digitized, and made available to all their employees and citizens. We partner with government agencies nationwide to help them meet their citizens’ needs by preserving the integrity and content of paper documents to ensure they will be available for use forever and modernizing information management through digitization and access systems.

Kofile has been a market leader in serving local governments for the last 10 years. We help local governments modernize operations and improve citizen access and engagement. Our solutions include a full suite of premium and software for record retention and recording applications. The company and its culture are built entirely around putting customers first. Our 3,000+ customers cover nearly half of the U.S. population, and customer loyalty is unsurpassed in the industry.

Job Description

The Customer Success Manager (CSM) serves as the strategic owner of the post-sale customer journey for Kleio, ensuring customers achieve measurable business outcomes through successful onboarding, adoption, value realization, renewal, and expansion. Acting as the trusted advisor to customer stakeholders, the CSM partners closely with Sales, Product, Implementation, Engineering, and Support teams to accelerate time-to-value, drive platform adoption, monitor customer health, and identify growth opportunities. This role is responsible for transforming customer engagement into long-term recurring revenue by increasing retention, expanding usage across departments and use cases, generating customer advocacy, and delivering actionable product feedback that helps shape the future roadmap of Kleio.

Position Summary

Kofile is seeking an experienced and customer-focused Customer Success Manager (CSM) to lead customer adoption, retention, and growth for Kleio, Kofile's AI-powered document intelligence and engagement platform.

The Customer Success Manager owns the post-sale customer lifecycle—from onboarding and implementation through adoption, renewal, and expansion. This individual serves as a trusted advisor to customers, helping them achieve strategic business outcomes while maximizing the value realized from Kleio. The role collaborates closely with Sales, Product Management, Engineering, Professional Services, Support, and Customer Operations teams to drive measurable customer success and long-term recurring revenue growth.

The ideal candidate combines SaaS customer success expertise, strong executive communication skills, consultative problem solving, and a passion for helping customers succeed with AI-powered technologies. The role is expected to leverage customer onboarding programs, adoption scorecards, usage monitoring, business reviews, and customer success metrics to drive outcomes.

Key Responsibilities

Customer Onboarding & Adoption

• 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.

Customer Health & Retention

• 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.

Growth & Expansion

• 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.

AI Value Realization

• 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.

Product Feedback & Customer Advocacy

• 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.

Qualifications

Experience

• 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.

Skills

• 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.

Preferred Qualifications

• 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.

Why This Role Matters

Customer Success is the operating system that transforms Kleio from a software sale into a long-term customer partnership. This role protects recurring revenue, accelerates adoption, expands customer value, strengthens customer advocacy, provides strategic input to product development, and creates a scalable foundation for long-term SaaS growth. Ultimately, the Customer Success Manager helps maximize customer lifetime value while driving sustainable revenue growth, increased Net Revenue Retention, and long-term enterprise value creation for Kleio.

Additional Information

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