Customer Success Manager

The Customer Success Manager at Clariti is responsible for being a trusted advisor to strategic customer segments, ensuring they achieve maximum value from our solutions. Key responsibilities include conducting Executive Business Reviews, monitoring customer health, developing success plans, and establishing strong relationships with decision-makers to support customer retention and expansion.

Candidates for the Customer Success Manager role at Clariti should have at least 2 years of customer advocacy experience in Enterprise SaaS environments. Familiarity with managing retention and growth quotas, as well as strong relationship management skills, is essential. Additionally, experience in developing customer success plans and collaborating with account executives is highly beneficial.

At Clariti, the Customer Success Manager plays a pivotal role in driving customer satisfaction by understanding industry challenges and aligning Clariti solutions with customer goals. By being proactive in communications, offering tailored advice, and gathering feedback from customers, the manager ensures a high level of service and long-term relationships that promote satisfaction and loyalty.

The salary range for the Customer Success Manager position at Clariti is typically between $70,000 and $105,000, based on skills, experience, and qualifications. This range reflects our commitment to pay equity and considers broader compensation philosophies.

Yes, while the position is remote, the Customer Success Manager at Clariti is expected to travel up to 50% of the time. This travel is primarily for on-site customer visits and meetings aimed at fostering stronger relationships and ensuring customer success.

In answering this question, detail your previous roles where you've advocated for the customer’s needs. Focus on specific instances where you've successfully communicated customer feedback to internal teams and the results that followed, emphasizing your commitment to enhancing the customer experience.

Share your approach by highlighting your skills in active listening and empathy. Discuss how you assess the problem, communicate with the customer to understand their perspective, and outline the steps you take to resolve the issue while maintaining a positive relationship.

Use this opportunity to share a success story where your efforts directly contributed to a customer’s success. Be specific, describe the customer's initial challenges, your strategic actions, and how those actions resulted in measurable improvements for the customer.

Explain various strategies such as educational training sessions, personalized support, and regular check-ins. Discuss how gathering and analyzing customer feedback can help refine these strategies to fit individual customer needs, driving stronger adoption rates.

Discuss your organizational skills and how you assess customer needs and account health to prioritize tasks effectively. Mention tools or methodologies you use to keep track of customer engagements and deadlines.

Talk about specific metrics you track, such as Net Promoter Score (NPS), customer satisfaction scores, or adoption rates. Highlight the importance of these metrics in assessing customer health and driving proactive engagement strategies.

Illustrate your experience by sharing how you prepare for and conduct Executive Business Reviews, including gathering data, creating metrics presentations, and aligning key takeaways with both customer objectives and Clariti’s solutions. Emphasize the importance of these reviews in maintaining strategic relationships.

Discuss your approach to staying informed, such as subscribing to industry publications, attending webinars, or participating in industry forums. Explain how this knowledge informs your customer conversations and helps position Clariti as a valuable partner.

Outline your techniques such as regular communication, transparency in sharing challenges, and delivering on promises. Provide examples of how these techniques have fostered long-term trust with your previous customers.

Convey your passion for the mission of Clariti and how your values align with helping governments enhance citizen experiences. Discuss your excitement about the opportunity to drive customer success for an innovative company dedicated to service excellence.