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Commercial Customer Success Manager

3 months ago

Sunnyvale, California, United States Clari Full time
About the Team

The Customer Success and Sales Engineer teams are technically oriented roles that support revenue growth across pre and post-sales. Our team is responsible for advising customers on how to create more efficient business processes and designing technical solutions for our customers in an effort to drive new revenue and renew customers.

About the Role

Clari is seeking a passionate, results-oriented individual to join our team as a Customer Success Manager ("CSM"). At Clari, our mission is to transform our clients' revenue operations to be connected, efficient, and predictable - and our own Customer Success team sits at the heart of this goal. As a CSM, you will act as the trusted, strategic advisor to our Clari clients and help drive adoption, engagement, and experience throughout the customer journey. Come be a vital part of Clari's "one with customers" continued success

This is a fully remote opportunity and can be worked from any location in the United States.

Responsibilities

  • Advise customers on best practices for transforming their revenue operations with the Clari platform, including staying up to date on trends in the industry
  • Conduct quarterly account performance planning and reviews in partnership with the Account Management team (e.g., Executive Business Reviews, Strategic Growth Initiatives discussions)
  • Proactively manage the success of assigned Clari customers in your portfolio to deliver consistent value across the entire 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
  • Resolve customer issues either alone or in collaboration with other Clari teams (Support, Customer Success Operations, & Product)
  • Approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and at times, requiring technical knowledge of the Clari platform
  • Be able to represent Clari customer needs when articulating business requirements or scoping Services efforts for configuration requests
  • Become a Clari product expert and occasionally assist on Sales or Marketing calls/webinars as a CSM expert
  • 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
  • Ability to manage multiple priorities while maintaining strict attention to details
  • Enable customers on the power of Clari Knowledge Base and Clari University for self-service and enablement

Qualifications

  • 2+ years experience in B2B SaaS Customer Success roles preferred; experience with CRM solutions is a big plus
  • Verifiable track record of customer retention and growth to drive adoption, engagement, and experience through customer success
  • Aptitude for learning software and Revenue Operations industry - background in revenue operations is a plus
  • Ability to explain complex data relationships and technical issues in non-technical terms
  • Technical aptitude as it pertains to CRM solutions
  • Must be comfortable learning in an ambiguous, fast-paced environment
  • Consistent diplomacy and poise while working through customer issues and escalations
  • Working knowledge of Salesforce is strongly preferred
  • Unrivaled sense of ownership, dedication, and passion for helping customers realize their intended value

Perks and Benefits @ Clari

  • 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 stipends
  • 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

It is Clari's intent to pay all Clarians competitive wages and salaries that are motivational, fair, and equitable. The goal of Clari's compensation program is to be transparent, attract potential employees, meet the needs of all current employees and encourage employees to stay and grow at Clari.

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to specific work location, skill set, depth of experience, education and certifications.

The total target cash range for this position is $97,000 to $146,000. Total target cash includes base salary and a target incentive. The total direct compensation package for this position may include stock options, benefits, stipends, perks and/or other applicable incentives.

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