Senior Customer Success Manager

Summary

Join Clariti's mission to empower governments and deliver exceptional citizen experiences! As a Senior Customer Success Manager, you will be the primary advocate for a portfolio of customers, driving business outcomes and ensuring long-term retention and growth. You will develop a deep understanding of customer goals, proactively guide them to maximize solution value, and work cross-functionally with Sales, Product, Services, and Support. This role demands a solutions-oriented mindset, strong executive presence, and the ability to navigate complexity. It's a growth-oriented position with an expansion quota, requiring strong commercial acumen and strategic thinking. You will build relationships with customer stakeholders, develop joint success plans, lead executive business reviews, and actively monitor customer health. The role also involves providing customer feedback to internal teams and educating customers on best practices.

Requirements

• 5+ years of customer advocacy and engagement experience in SaaS customer success, account management, or post-sales relationship management
• A track record managing quarterly retention and expansion quota with a growth-oriented mindset
• Expertise with commercial strategy and identifying upsell or cross-sell opportunities within existing accounts
• Stakeholder management in particular working in a cross-functional environment and partnering closely with Sales, Services, Support, and Product
• Excellent communication, relationship management, and problem-solving skills
• A customer-first mindset with the ability to think strategically and execute tactically
• Ability to travel from 10-15% of the time to support customer & business needs

Responsibilities

• Build and maintain strong, trusted relationships with customer stakeholders, including executive sponsors, to promote adoption, drive strategic alignment, and serve as a long-term advisor on how to best achieve their goals with Clariti
• Develop joint success plans that outline measurable goals, key milestones, and strategic use cases aligned with Clariti’s capabilities
• Schedule and lead Executive Business Reviews with a focus on driving adoption, demonstrating ROI, and unlocking opportunities for renewal and expansion
• Actively monitor customer health, identify risks early, and coordinate internal resources to resolve challenges before they escalate
• Partner with cross-functional teams at Clariti including Sales, Product, Professional Services, and Support, to ensure seamless handoffs, issue resolution, and a unified customer journey
• Be the voice of the customer by providing strategic insights and feedback to internal teams to maximize value, retention, and product evolution
• Track account activity, outcomes, and growth opportunities in internal systems to support forecasting, renewal planning, and expansion strategy
• Advocate for your customers by providing prioritized product feedback and surfacing insights to Product, Engineering, and other internal stakeholders
• Educate and guide customers on best practices, emerging capabilities, and industry trends aligned with their evolving needs

Preferred Qualifications

• Experience with public sector customers and/or GovTech experience
• Familiarity with complex implementation projects

Benefits

• Competitive compensation packages
• Well deserved time off
• Benefits to keep you and your family healthy