Senior Customer Success Manager

About the Team

The Customer Success team works directly with our customers across the entire customer journey, from the initial discovery process through implementation to renewal and expansion. Our team comprises product, process, and strategy experts, including customer service, customer success, customer education, and customer support.

About the Role

Clari is seeking a passionate, results-oriented Senior Customer Success Manager (“CSM”) to join our EMEA 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 revenue advisor to our Clari clients and help drive adoption, engagement, and experience throughout the customer journey.

This is a work from home opportunity based in the UK. Candidates must be both based in the UK and have British citizenship or appropriate British work authorization.

Responsibilites:

• Deliver valuable outcomes for Enterprise and Commercial customers and build strong customer advocates by maintaining high levels of adoption and engagement
• Advise customers on best practices for optimising 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
• Use a data driven approach and Clari technology to review portfolio and health indicators, with a view to identifying growth opportunities or potential risk in partnership with the Account Management teams
• Coordinate and deliver tailored enablement groups of end-users to 1:1 revenue leader to ensure confidence in the platform and cultivate customer accountability
• Run and facilitate in-person or virtual workshops to map out customer revenue objectives, cadences and workflows to help them optimise their ‘go to market’ functions
• Maintain regular customer cadences to foster partnership with customers, jointly with the Account Management team (e.g., Check-Ins, Executive Business Reviews)
• Drive effective discovery with customers to gain insight into their business needs or revenue objectivesUnderstanding of the ‘revenue orchestration platform’ competitive landscape
• Inform the future of the Clari platform through product feedback requests and proposals, both internally and customer-driven
• Ability to advise on change management best practices to help customers adopt new technologies effectively and reduce time to value
• Provide oversight and escalation management to help resolve important customer issues in collaboration with other Clari teams (Support, Product & Engineering, Professional Services, etc.)

Qualifications & Skills:

• 4+ years experience in B2B SaaS Customer Success, Solutions or Business Consultant or Solutions Engineering roles
• Experience and knowledge with Salesforce required
• Experience within Revenue Operations (including strategy, processes or tech stack) preferred
• Experience with sale engagement platforms and their usage in ‘go to market’ functions preferred
• Track record of customer retention and growth by driving adoption, engagement, and experience
• Manage own portfolio and additional projects and be able to prioritise work effectively
• Aptitude for learning software and staying current on industry best practices
• Excellent communication skills both internally and externally
• Comfortable learning in a dynamic, fast-paced environment and being able to handle ambiguity with a positive attitude
• Consistent diplomacy and poise while working through customer issues and escalations
• Work with cross-functional partners on various internal projects and playbooks

Perks and Benefits @ Clari

• Team-bonding activities and company-wide events
• Flexible working hours and remote opportunities
• Annual Well-being and Professional Development Stipends
• Private Healthcare
• PensionPaid maternity and paternity leave
• Stock options

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