Customer Success Manager

What will you work on?

Reporting to the EVP, Customer Experience, the Customer Success Manager (Enterprise) will be a trusted advisor to our Strategic customer segment, helping them achieve maximum value from the Clariti solution. You will understand your clients' digital adoption goals and recommend solutions to help them get the most out of our product and exceed their goals.

As a Customer Success Manager at Clariti, you'll get to :

• 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.

What you bring to the team?

• 2+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management.
• Familiarity with managing retention and growth quotas, with a focus on driving customer satisfaction and account health.
• Experience managing 2-4 strategic customer accounts, with an emphasis on maintaining strong relationships and ensuring customer success.
• Ability to drive customer adoption and retention with technical products, including identifying customer needs and coordinating with internal teams for solutions.
• Proficient in sales discovery methodologies, with a basic understanding of conducting ROI discussions and articulating value propositions.
• Exposure to enterprise solution sales, collaborating with account executives or sales teams to support the development of sales opportunities.
• Experience in developing and executing customer success plans that align with customer goals and business objectives.

Please note that while we are remote-first, this role does require individuals to travel up to 50% of the time based on business needs to attend on- site customer visits and other meetings as required.

The salary range for this role is expected to be between 70-105k based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. If you have questions about compensation as we move through the process, we’re happy to discuss further.