Senior Customer Success Manager

Summary

Join Clariti's team as a Senior Customer Success Manager (Enterprise) and become a trusted advisor to strategic customers. You will guide clients to maximize the value of Clariti's solution, focusing on digital adoption and return on investment. Responsibilities include conducting executive business reviews, educating customers on product features, and building strong relationships with key stakeholders. The ideal candidate possesses 5+ years of experience in enterprise SaaS customer success and a proven track record of increasing customer satisfaction and retention. Clariti offers a 100% remote-first work environment, flexible hours, competitive compensation, comprehensive benefits, and professional development opportunities.

Requirements

• 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management
• Significant experience managing a quarterly retention and growth quota
• Previous experience maintaining a book of at least 4-6 Strategic customer accounts
• Demonstrated experience increasing customer satisfaction, adoption, and retention applied to a technical product
• High competency in sales discovery methodologies and an ability to run Return on Investment discussions
• Experience in an enterprise solution sales environment, partnering with account executives to develop and close sales opportunities

Responsibilities

• Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention
• Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals/expansion
• Maintain an understanding of our product and roadmap so you can guide customers to success and continue to promote up their Adoption Score
• Educate customers on the most relevant features of their specific requirements
• Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for Clariti
• Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and exceed their goals
• Work with the internal Account team and Customer to develop a Success Plan outlining how Clariti addresses their immediate/future needs (including metrics for success)
• Monitor customer health to reach out to customers before risks escalate and identify remediation options
• Partner with Clariti Account Team (Account Executives, Services, Technical Support) to ensure customers renew and expand
• Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk

Benefits

• 100% ‘remote-first’ Work Environment
• Flexible Work Hours
• Competitive Total Compensation
• Personal Time Off (PTO) - we offer our team 29 pro-rated days of paid time-off  (broken down as 3 weeks of vacation + 8 flex days + 2 holiday observance days + 4 team appreciation days)
• Comprehensive Extended Benefits package* -  including coverage for medical, dental and vision - starting on day one!
• $500 Annual Wellness Spending Account* - (prorated based on start date) for team members' personal health and wellbeing
• An Annual Professional Development budget*, and high potential for growth and continuous learning
• Team Building Initiatives
• Onboarding & Quarterly WFH budget* - we provide each of our team members with $300 to get started, and $150 per quarter (adjusted based on CAN or US location) to spend towards home office expenses, co-working memberships, or anything they need to make their personal work space comfortable
• Tech Tools and Stack - we provide the team with a Mac (or PC where necessary), and for regular collaboration and day-to-day work management, we use Google Workspace, Zoom, Slack, Confluence/Jira, Lattice, Rippling and Greenhouse