Senior Customer Success Manager, Commercial

4 weeks ago


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

Clari is seeking a passionate, results-oriented Sr. Customer Success Manager to join our Commercial team. 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.

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 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 (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


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