Customer Success Manager II

About the role

In this role, you will act as a trusted advisor to a portfolio of strategic clients, ensuring their objectives are met and their relationship with Clear Capital remains strong. You will own the end-to-end success of your assigned accounts, driving adoption and uncovering new opportunities to deploy our solutions. This position requires a proactive mindset where you identify potential issues before they escalate and champion the client's interests internally. You will translate complex product capabilities into clear business outcomes that resonate with executive stakeholders. A key part of your responsibility involves monitoring the health of your book of business and articulating the value delivered through our services. You will leverage data to tell a story of growth, efficiency, and return on investment for each relationship. Collaboration with sales and product teams will be essential to align on renewal strategies and future state planning. Ultimately, you will be the bridge between Clear Capital and our customers, ensuring their journey is smooth, insightful, and impactful.

Key facts

What you'll do

• Assume ownership of the relationship strategy for your assigned top 20 accounts, mapping their core workflows and pinpointing where our offerings integrate.
• Serve as the primary escalation handler, diagnosing the root cause of client challenges and coordinating a cross-functional response to resolve them swiftly.
• Analyze operational data to uncover trends in usage and performance, then translate these insights into actionable recommendations for efficiency gains.
• Conduct proactive business reviews to assess account health, reviewing metrics such as revenue and margin to ensure targets are being met.
• Develop and execute tailored success plans that outline milestones, adoption goals, and value realization checkpoints for each client.
• Partner with the product team to relay customer feedback, influencing roadmap priorities and feature enhancements based on real-world needs.
• Lead the preparation of renewal discussions, building a narrative of achievements and proposed growth initiatives to secure long-term commitments.
• Coordinate with internal stakeholders to manage special projects that support broader customer success initiatives and strategic objectives.
• Identify and qualify expansion opportunities, guiding clients toward additional services that align with their evolving business goals.
• Document playbooks and standard operating procedures to elevate the overall effectiveness of the customer success function.
• Utilize CRM tools to maintain accurate records of client interactions, ensuring visibility and continuity across the customer lifecycle.
• Act as an ambassador for the brand, promoting a culture of transparency, reliability, and integrity in every client interaction.
• Monitor industry trends affecting your client accounts, providing context on how market shifts may influence their use of our platform.
• Support the creation of case studies and testimonials from satisfied clients to bolster our market credibility and social proof.

Requirements

• You possess a proven track record in customer success or a closely related client-facing role with demonstrable results.
• You have the ability to analyze complex account data, identify meaningful trends, and propose improvements that drive value.
• You exhibit strong organizational skills and time management, allowing you to manage multiple priorities independently without constant supervision.
• You communicate with excellence, both in writing and verbally, using a clear, engaging, and professional style tailored to the audience.
• You bring experience in project management, coordinating efforts across various teams to achieve shared goals efficiently.
• You are comfortable working in a remote environment, utilizing digital tools to maintain high levels of engagement and productivity.
• You have a history of meeting deadlines and managing workflows in a structured, reliable manner.
• You hold a bachelor's degree or equivalent practical experience that demonstrates your capability for the role.

Nice to have

• You have previous experience within the real estate or financial services industries, understanding the specific nuances of these markets.

Practical notes

• Salary range: $65,500 - $92,000 annually, based on location, experience, and qualifications.
• Additional compensation includes profit sharing, communication stipends, and referral bonuses.
• Comprehensive benefits package includes medical, dental, vision insurance, 401(k) with employer match, paid time off, and wellness programs.
• Company-paid virtual primary care and mental health resources are available.
• Opportunities for career and skill development are provided.
• The company culture values integrity, kindness, grit, empathy, attention to detail, and a drive for excellence.