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Principal Customer Success Manager
2 months ago
Clari is seeking a highly skilled and experienced Principal Customer Success Manager to join our enterprise team. As a key member of our Customer Success organization, you will be responsible for building and maintaining strong relationships with our enterprise customers, driving adoption and growth, and ensuring their success with our platform.
Key Responsibilities- Advise customers on best practices for transforming their revenue operations by leveraging the Clari platform.
- 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 ecosystem 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.
- Resolve customer issues either alone or in collaboration with other Clari teams.
- 10+ 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.
- 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 stipends.
- 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.
