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Sr. Customer Success Manager

2 months ago

Sunnyvale, United States Clari Full time

Clari's Revenue platform gives forecasting accuracy and visibility from the sales rep to the board room on revenue performance - helping them spot revenue leak to answer if they will meet, beat, or miss their sales goals. With insights like this, no wonder leading companies worldwide, including Okta, Adobe, Workday, and Zoom use Clari to drive revenue accuracy and precision. We never get tired of our customers singing our praises because it fuels us to help them continue to achieve remarkable. The next generation of revenue excellence is here...are you ready to achieve remarkable with us?

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 Sr. Customer Success Manager ("CSM") to join our team. At Clari, our mission is to transform our clients' revenue operations to be connected, efficient, and predictable - and our 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

    • Proactively manage the success of Clari customers in your portfolio to deliver consistent value throughout the customer lifecycle
    • Understand the top revenue-related initiatives and associated KPIs for the customers in your portfolio and form a strong point of view on how Clari can help them achieve those goals
    • Build strong relationships across all levels of our customer's businesses - from individual Clari Admins up to VPs and CROs
    • Develop deep product expertise and understand how Clari fits into the broader eco system of tools, data and systems
    • 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
Qualifications
    • 5+ years experience in B2B SaaS Customer Success roles
    • Experience with Revenue Operations and Salesforce preferred
    • 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
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 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

      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 $115,000 to $165,000. 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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You'll often hear our CEO talk about being remarkable. To Clari, remarkable means many things. We believe in providing interesting and meaningful work in a supportive and inclusive environment - free from discrimination for everyone without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.

Clari focuses on culture add, not culture fit, and believe we are made stronger by what makes you unique. If you are passionate about learning and excited about what we are doing, then we want to hear from you