Senior Customer Success Manager - Remote
Qualifications
- 5+ years experience in B2B SaaS Customer Success roles
- Verifiable track record of customer retention and growth by driving adoption, engagement, and experience
- Aptitude for learning software and staying current on industry best practices
- Ability to explain complex data relationships and technical issues in non-technical terms
- Comfortable learning in a dynamic, fast-paced environment
- Consistent diplomacy and poise while working through customer issues and escalations
- Unrivaled sense of ownership, dedication, and passion for helping customers realize maximum value
Responsibilities
- Act as the trusted, strategic advisor to our Clari clients and help drive adoption, engagement, and experience throughout the customer journey
- Advise customers on best practices for transforming their revenue operations leveraging the Clari platform while staying up to date on industry trends
- Proactively manage the success of Clari customers in your portfolio to deliver consistent value throughout the customer lifecycle
- Build strong customer relationships by maintaining high levels of adoption and engagement
- Review and analyze usage data, health indicators, renewal dates, and growth opportunities in partnership with the Account Management teams
- Coordinate and deliver tailored training sessions to ensure confidence with the platform and cultivate customer accountability
- Conduct quarterly account performance planning and reviews in partnership with the Account Management team (e.g., Executive Business Reviews)
- Resolve customer issues either alone or in collaboration with other Clari teams (Support, Customer Success Operations, & Product)
- Help resolve customer issues, requiring technical knowledge of the Clari platform
- Represent Clari customer needs when articulating business requirements or scoping Services efforts for configuration requests
- Inform the future of the Clari platform through product feedback requests and proposals, both internally and customer-driven
- Drive customer advocacy in the form of references, referrals, and case studies
- Contribute towards a strong, collaborative team environment
- Manage multiple priorities while maintaining strict attention to details
Benefits
- Remote-first with opportunities to work and celebrate in person
- Medical, dental, vision, short & long-term disability, Life insurance, and EAP
- Mental health support provided by Modern Health
- Pre-IPO stock options
- Well being and professional development funds
- Retirement 401(k) plan
- 100% paid parental leave, plus fertility and family planning support provided by Maven
- Discretionary paid time off, monthly take a break’ days, and Focus Fridays
- Focus on culture : Charitable giving match, plus in-person and virtual events
For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.
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Remote working / work at home options are available for this role.
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