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Senior Customer Success Manager

2 months ago

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

Clari is seeking a highly skilled and experienced Senior Customer Success Manager to join our team. As a key member of our Customer Success organization, you will play a critical role in driving revenue growth and customer satisfaction.

Key Responsibilities
  • Customer Success: Proactively manage the success of Clari customers in your portfolio to deliver consistent value throughout the customer lifecycle.
  • Revenue Growth: 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.
  • Relationship Building: Build strong relationships across all levels of our customer's businesses - from individual Clari Admins up to VPs and CROs.
  • Product Expertise: Develop deep product expertise and understand how Clari fits into the broader ecosystem of tools, data, and systems.
  • Account Planning: Review and analyze usage data, health indicators, renewal dates, and growth opportunities in partnership with the Account Management teams.
  • Training and Enablement: Coordinate and deliver tailored training sessions to ensure confidence with the platform and cultivate customer accountability.
  • Issue Resolution: Resolve customer issues either alone or in collaboration with other Clari teams (Support, Customer Success Operations, & Product).
  • Customer Advocacy: Drive customer advocacy in the form of references, referrals, and case studies.
  • Team Collaboration: Contribute towards a strong, collaborative team environment.
Requirements
  • 5+ years of 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
  • Remote-first work environment 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.