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Lead Customer Success Manager

2 months ago

San Francisco, 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 Solutions team works directly with our customers across the entire customer journey, from the initial discovery process through implementation to renewal and expansion. Our team comprises product, process, and strategy experts, including customer service, customer success, customer education, and customer support.
About the Role Clari is seeking a passionate, results-oriented Lead Customer Success Manager ("CSM") to join our enterprise team. As a CSM, you'll be on the front lines building strategic partnerships with our enterprise customers as well as collaborating with other teams - from sales and engineering to product management, and our executives - to set them up for success.
At Clari, our mission is to transform our customer's 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 customers on how to optimize their revenue processes with Clari, use your product expertise to help solve their revenue-related challenges, and drive adoption in service of our north star of retention. 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 by 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
  • 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) 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
Qualifications
  • 7+ years experience in B2B SaaS Customer Success roles
  • Experience & knowledge with Salesforce required
  • Experience with Revenue Operations 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 $124,000 to $180,000. 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. #BI-Remote #LI-Remote
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