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Senior Customer Success Manager, Commercial

2 months ago

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

Clari is seeking a results-driven Senior Customer Success Manager to join our Commercial team. As a trusted advisor, you will drive adoption, engagement, and experience for our Clari clients, helping them achieve remarkable revenue growth and success.

Responsibilities
  • Proactively manage customer success across the customer lifecycle, delivering consistent value and growth.
  • Develop deep product expertise and understand how Clari fits into the broader ecosystem of tools, data, and systems.
  • Build strong relationships across all levels of our customers' businesses, from individual Clari Admins to VPs and CROs.
  • 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.
  • Resolve customer issues, either alone or in collaboration with other Clari teams.
  • 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.
  • Drive customer advocacy through references, referrals, and case studies.
Qualifications
  • 5+ years of experience in B2B SaaS Customer Success roles.
  • Experience with Revenue Operations and Salesforce is 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.