Customer Success Manager (US)

Kalibrate exists to deliver the right insight, at the right time, to give organizations answers to their most challenging questions. We’re partners in growth. We serve decision makers across location and fuel pricing in markets all over the world — from high growth emerging concepts to the most established international operators. Our platforms and analytics solutions directly empower decision-making and provide clear financial value. These decisions help grow economies, create jobs, and improve the communities where we live, work, and play.

Role:

The Customer Success Manager (CSM) is a strategic partner to clients, responsible for ensuring the successful delivery of software and analytics solutions while driving commercial growth. This role owns all client-facing deliverables, leads professional services engagements, and manages client relationships to secure renewals and identify upsell opportunities. The CSM bridges the gap between technical teams and business stakeholders, delivering value and fostering long-term partnerships.

Key Responsibilities:

Client Deliverables Ownership

• Own all client-facing deliverables related to software and analytics projects.

• Ensure timely and high-quality delivery of presentations, reports, and insights.

• Maintain accountability for the results and outcomes of professional services

engagements.

Professional Services Delivery

• Finalize the development of client presentations.

• Serve as the primary presenter in client meetings, articulating insights,

recommendations, and strategic value.

• Translate complex analytics into actionable business insights for clients.

Collaboration & Coordination

• Partner with internal analytics and platform teams to align on project goals

and timelines.

Coordinate with model development and implementation teams, while not

directly responsible for:

• Building models

• Quality control (QC) of model development

• QC of model implementation

Commercial Responsibilities

• Own the renewal process for assigned accounts, ensuring timely and

successful contract extensions.

• Identify and drive upsell opportunities, including:

• Additional software licenses

• New professional services engagements

• Software modules and feature expansions

Third-party data integrations

• Collaborate with Product teams to scope and position new offerings aligned

with client needs.

• Utilize reporting and analytics to track commercial performance metrics across

accounts.

Client Relationship Management

• Build and maintain strong relationships with client stakeholders.

• Act as the voice of the customer internally, advocating for client needs and

priorities.

• Monitor client satisfaction and proactively address issues or concerns.

Qualifications:

• Bachelor’s degree in Business, Analytics, Marketing, or related field (Master’s

preferred).

• 5+ years of experience in customer success, account management, or

professional services in a software or analytics environment.

• Strong presentation and communication skills, with experience leading client

meetings.

• Ability to manage multiple projects and priorities in a fast-paced environment.

• Familiarity with analytics concepts and software platforms (e.g., BI tools, data

visualization).

Preferred Skills:

• Experience working with cross-functional teams, including data science,

implementation, and product.

• Strategic thinking and problem-solving abilities.

• Strong organizational skills.

• Commercial acumen and experience in contract renewals and upselling.