Senior Customer Success Manager

The Senior Customer Success Manager at Clariti is responsible for driving client success by ensuring customers understand and maximize the value of Clariti's solutions. This involves engaging with executive clients, conducting business reviews, and fostering strong relationships to promote digital adoption and drive growth.

Candidates for the Senior Customer Success Manager role at Clariti should have at least 5 years of experience in customer advocacy, enterprise SaaS customer success, and account management. A strong background in handling strategic customer accounts and achieving retention and growth quotas is also essential.

Clariti offers a fully remote work environment for the Senior Customer Success Manager position, providing flexibility for employees across the US and Canada. With defined core collaboration hours, team members can create schedules that best fit their personal needs while engaging effectively with colleagues.

At Clariti, equity, diversity, and inclusion form the foundation of our culture. We prioritize creating a diverse environment where all voices are valued, and we are committed to continuous improvement through workshops and policies that promote inclusivity within the workplace.

The Senior Customer Success Manager at Clariti enhances customer satisfaction by acting as the 'voice of the customer.' Their role includes monitoring customer health, identifying risks, and proactively providing solutions, helping to ensure clients achieve their business goals while utilizing Clariti's software.

Employees in the Senior Customer Success Manager position at Clariti enjoy a competitive total compensation package, including extensive benefits from day one, generous paid time off, a wellness spending account, and opportunities for professional development.

Success for the Senior Customer Success Manager at Clariti is typically measured through customer retention rates, growth metrics, client satisfaction scores, and the overall adoption of Clariti's software solutions within their assigned accounts.

Highlight specific examples where you managed strategic accounts, discussing challenges faced and how you drove customer engagement and value. Emphasize your role in adoption metrics and retention efforts.

Discuss strategies you’ve used to build rapport, such as understanding their business needs, scheduling regular check-ins, and providing valuable insights. Mention how these relationships helped in exceeding customer goals.

Explain the tools and metrics you utilize to track customer satisfaction and engagement, including feedback mechanisms, regular reviews, and analyzing support data to anticipate customer needs proactively.

Share a specific story that illustrates your problem-solving skills, detailing the situation, your approach, and the positive outcome achieved for the customer to turn their experience around.

Discuss the sources you consult for industry knowledge, such as webinars, publications, and networking events. Highlight how you apply this knowledge to better support your clients.

Outline the structure you follow for these reviews, including the key metrics you present, how you articulate value delivered, and strategies for identifying further opportunities for growth.

Describe how you assess the urgency and importance of various tasks, manage your schedule, and use CRM tools to track progress while ensuring nothing falls through the cracks.

Share examples of how you have effectively worked with sales, technical support, or product teams to enhance customer success, detailing your role and the impact of these collaborations.

Discuss techniques you’ve used to ensure clients understand product functionalities, such as personalized training sessions, creating resource materials, or offering ongoing support.

Articulate your vision of success in this role, emphasizing the importance of customer satisfaction, achieving growth metrics, and fostering long-term partnerships.