Lead Customer Success Manager - Remote

About the Team

The Customer Success and Sales Engineer teams are technically oriented roles that support revenue growth across pre and post-sales.  Our team is responsible for advising customers on how to create more efficient business processes and designing technical solutions for our customers in an effort to drive new revenue and renew customers.    

About the Role 

Clari is seeking a passionate, results-oriented Lead Customer Success Manager (“CSM”) to join our team. At Clari, our mission is to transform our clients’ revenue operations to be connected, efficient, and predictable - and our Customer Success team sits at the heart of this goal. As a CSM, you will act as the trusted, strategic advisor to our Clari clients and help drive adoption, engagement, and experience throughout the customer journey. Come be a vital part of Clari’s “one with customers” continued success!

This is a fully remote opportunity but is preferred to be worked from the Central or East time zone.

• Deliver valuable outcomes for Commercial customers and build strong customer advocates by maintaining high levels of adoption and engagement
• 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
• Review and analyze usage data, health indicators, and renewal risk in partnership with the Account Management teams
• Coordinate and deliver tailored training sessions to ensure confidence in 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, Product, Engineering, Professional Services, etc.)
• Drive effective discovery with customers to understand their business needs
• Effectively provide solutions to complex use cases requiring technical knowledge of CRM platforms (ex. Salesforce), the Clari platform, and domain expertise (RevCG/RevOps)
• Understanding of the RevCG competitive landscape
• 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 
• Manage multiple priorities & projects while maintaining strict attention to details
• Lead & work with cross-functional partners on various internal projects & playbooks

• 7+ years experience in B2B SaaS Customer Success, Solutions Consultant, Solutions Engineering, or Technical Account Manager 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
• Superior communication skills
• Ability to explain complex data relationships and technical issues
• 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

• 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 

#BI-Remote#LI-Remote