Customer Success Manager

5 months ago

San Francisco, United States Klarity Intelligence, Inc Full time
Overview

Klarity (YCombinator S18) uses Natural Language Processing to automate document review for Finance and Accounting teams. Klarity solves the problem of messy and incomplete data in systems like Salesforce and Netsuite. Our customers include companies like Okta, Cloudflare, OpenAI, and Coupa - they use Klarity to (1) save time, (2) increase compliance, and (3) ease the pain of contract review.

We have spent years working on our core NLP platform and found a product market fit by focusing on the Revenue Recognition use case. We're experiencing hypergrowth and raised an $18m Series A in Dec 2021. Our product straddles multiple domains - Enterprise software systems (CRM, ERP etc), advanced ML/NLP, Finance/Accounting compliance - making for a complex, multi-stakeholder lifecycle. If you're someone who thrives in this kind of complexity and excels at distilling multifaceted problems into solutions for customers, then you are just the person for the job

Location: San Francisco (Open to Remote)

The Role

As a foundational member of the Customer Success team at Klarity, you will be responsible for the successful delivery of the Klarity platform and the ongoing growth and value realization for customers throughout their journey. You will play a key role in defining the playbook for GenAI transformation for our customers, and engage in deep cross-functional collaboration to evolve our processes, product, and customer engagement strategy.

We're experiencing hypergrowth and significantly exceeding revenue targets. Much of this growth is coming from Klarity's largest enterprise customers like Zoom, Zendesk, UIPath, 8x8 etc., so your role as a Customer Success Manager will be business critical in meeting this demand and delivering a best-in-class customer experience.

  • You will lead the implementation of Klarity with our customers to drive initial product value
  • You will partner cross-functionally on ongoing discovery of new use cases and translate customer needs into product solutions
  • You will define and evolve the Customer Success playbook for GenAI transformation for our customers
  • You will develop trusted advisor relationships with customers to ensure they are achieving value
  • You will engage in close collaboration with Product and Engineering teams representing the voice of the customer
  • You will partner with internal teams and customers ongoing to secure successful engagement, adoption, and growth
We are a team of builders, setting out to do something no one has ever done before, and we are looking for our next exceptional team member

Requirements
  • You have 5-10 years prior experience in Implementation, Sales/Success/Solution Engineering, or other customer-facing roles with Enterprise customers.
  • You have a strong track record of leading successful implementations of software/SaaS solutions of $200k+ Annual Contract Value.
  • You have the desire to be on the bleeding edge of Gen AI and be the first to develop the Enterprise Gen AI implementation and customer success playbooks.
  • You have the desire and ability to go deep into the weeds of complex enterprise workflows like RevRec, Billing and Order Management. You are familiar with the enterprise Finance stack: CRM, ERP, CLM.
  • You are comfortable with technical complexities and can own breaking down technical requirements into tasks that can be delegated to engineers.
  • You enjoy high-paced environments where you get to wear multiple hats, build processes, and consistently problem-solve.
  • You have a history of fostering strong relationships with customers and teammates, including senior-level executives.
  • You are tactful and poised under pressure.
  • You have an appetite to learn and have an ownership mentality - if you see something needs to be done, go do it

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