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 dis