Remote Lead Customer Success Manager

Summary

Join Clari as a Lead Customer Success Manager to help customers achieve remarkable revenue success with our platform.

Requirements

• 7+ years experience in B2B SaaS Customer Success roles
• Experience & knowledge with Salesforce required
• Experience with Revenue Operations 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

Responsibilities

• Advise customers on best practices for transforming their revenue operations by leveraging the Clari platform while staying up to date on industry trends
• 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 eco system 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) 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

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