Customer Success Manager - Remote

Job Description

• Advise customers on best practices for transforming their revenue operations with the Clari platform, including staying up to date on trends in the industry • Conduct quarterly account performance planning and reviews in partnership with the Account Management team (e.g., Executive Business Reviews, Strategic Growth Initiatives discussions) • Proactively manage the success of assigned Clari customers in your portfolio to deliver consistent value across the entire customer lifecycle • Build strong customer relationships by maintaining high levels of adoption and engagement • 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 • Resolve customer issues either alone or in collaboration with other Clari teams (Support, Customer Success Operations, & Product) • Approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and at times, requiring technical knowledge of the Clari platform • Be able to represent Clari customer needs when articulating business requirements or scoping Services efforts for configuration requests • Become a Clari product expert and occasionally assist on Sales or Marketing calls/webinars as a CSM expert • 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 • Ability to manage multiple priorities while maintaining strict attention to details • Enable customers on the power of Clari Knowledge Base and Clari University for self-service and enablement

Qualifications

• 2+ years experience in B2B SaaS Customer Success roles preferred; experience with CRM solutions is a big plus • Verifiable track record of customer retention and growth to drive adoption, engagement, and experience through customer success • Aptitude for learning software and Revenue Operations industry - background in revenue operations is a plus • Ability to explain complex data relationships and technical issues in non-technical terms • Technical aptitude as it pertains to CRM solutions • Must be comfortable learning in an ambiguous, fast-paced environment • Consistent diplomacy and poise while working through customer issues and escalations • Working knowledge of Salesforce is strongly preferred • Unrivaled sense of ownership, dedication, and passion for helping customers realize their intended value

Benefits

• 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 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