Sr. Customer Success Manager

About the role

Join the dynamic teams at Clari and Salesloft as a Senior Customer Success Manager, where you will play a role in shaping the future of revenue operations. In this position, you will assist clients in fully leveraging our innovative Revenue Orchestration Platform, ensuring they achieve consistent growth and success. Your expertise will be crucial in building client relationships and delivering exceptional value. You will act as a strategic partner, guiding clients through the entire lifecycle of our solutions from initial integration to long-term optimization. This role requires a proactive mindset and a passion for helping others succeed in a high-growth environment.

Key facts

What you'll do

• Assume ownership of a diverse portfolio of clients, guiding them through the adoption, expansion, and renewal phases of the Clari + Salesloft platform.
• Act as a trusted advisor, gaining a deep understanding of each customer's business goals and aligning those with the capabilities of our platform to drive measurable outcomes.
• Enhance customer engagement and satisfaction by proactively identifying areas for improvement and uncovering new opportunities for success expansion.
• Collaborate with internal teams to represent customer needs effectively, ensuring a seamless and positive experience for clients across all touchpoints.
• Monitor customer health metrics rigorously and take proactive measures to mitigate any risks that could affect retention, growth, or overall satisfaction.
• Conduct regular check-ins and structured business reviews with clients to assess their progress, gather feedback, and adjust strategies as needed.
• Develop and implement strategic initiatives designed to drive product adoption and maximize the tangible value clients derive from our solutions.
• Provide comprehensive training and ongoing support to clients, ensuring they are fully equipped to utilize the platform effectively and efficiently.
• Analyze customer interaction data and behavioral trends to generate insights that inform future strategies, product enhancements, and engagement tactics.
• Work closely with the sales team to identify and pursue upsell and cross-sell opportunities that align precisely with evolving customer needs and goals.
• Create and maintain detailed documentation of customer interactions, success strategies, business reviews, and outcomes for internal knowledge sharing.
• Actively participate in team meetings, brainstorming sessions, and process reviews to contribute to the continuous improvement of customer success methodologies.
• Serve as a primary point of contact for strategic accounts, ensuring all communications are timely, professional, and aligned with company standards.
• Champion customer feedback internally, escalating critical insights to product and sales leadership to influence roadmap decisions.
• Demonstrate adaptability by managing multiple priorities and shifting client demands without compromising quality or service levels.

Requirements

• Possess at least 4 years of progressive experience in customer success, account management, or a similar client-facing role within the SaaS industry.
• Demonstrate a proven ability to manage multiple client relationships effectively, simultaneously, and with a high degree of professionalism.
• Show a strong understanding of complex sales processes and revenue operations, with the ability to translate this knowledge into actionable strategies for clients.
• Exhibit exceptional communication, presentation, and problem-solving skills, along with a natural talent for building strong rapport and trust with clients.
• Hold a Bachelor's degree in a relevant field such as business, marketing, or a related discipline, or possess equivalent practical experience that demonstrates readiness for the role.
• Display the capability to work independently with minimal supervision while also thriving as a collaborative and supportive team member.
• Bring a high level of integrity and discretion when handling confidential client information and strategic business discussions.
• Commit to maintaining a professional appearance and demeanor in all virtual and in-person interactions representing Clari and Salesloft.
• Be prepared to manage a high volume of client interactions and communications with consistent attention to detail and accuracy.
• Align with the company's standards for documentation, reporting, and follow-through to ensure operational excellence.

Nice to have

• Familiarity with the Clari or Salesloft platforms is considered a significant advantage for accelerating client onboarding and success initiatives.
• Prior experience with AI-driven sales technology and understanding of its application in customer success scenarios is preferred.
• Having previously worked in a fast-paced startup environment is valued for adaptability and comfort with rapid change.

Skills & tools

• Demonstrate proficiency in leading Customer Relationship Management (CRM) software and understanding its core functionalities.
• Bring experience with Sales Engagement Platforms and Revenue Intelligence tools to enhance client interactions and insights.
• Utilize strong analytical skills to interpret complex customer data, identify trends, and drive data-informed decision-making.
• Show familiarity with project management tools and established methodologies to organize workflows and track progress effectively.

Practical notes

• Please note that visa sponsorship is not available for this position, and only candidates authorized to work in the United States should apply.
• This role may involve occasional travel for client meetings, workshops, or company-sponsored events to strengthen relationships and visibility.
• We offer a comprehensive benefits package that includes generous paid time off, parental leave, fertility and family support, mental health resources, and wellness stipends to support your well-being.
• Be vigilant against potential recruitment scams; all legitimate communications will originate from an @clari.com or @salesloft.com email address. We will never extend job offers via LinkedIn, text, or messaging apps, so please verify all opportunities through our official careers page to ensure authenticity.

Join us at Clari + Salesloft and take the next step in your career as a Senior Customer Success Manager, where you will have the opportunity to make a significant impact on our clients' success and drive the future of revenue operations.