Customer Success Manager

London, UK /
Customer Success – Customer Success /
Full Time
At Clari, we are at the forefront of AI and automation to help companies make better business decisions and improve sales execution with real-time access to actionable analytics and predictive insights. We have been declared as a must-have in establishing revenue confidence for customers during unpredictable times. We're continuing to innovate, collaborate, and push the limits to build the only Connected Revenue Operations Platform and is used by over 100,000 marketing, sales and customer success professionals across 170 countries. Customers include market leaders like Okta, Zoom, Medallia, Adobe, and Atlassian, and hundreds of others. Together, we help others realize their fullest potential by transforming their revenue operations to be connected, efficient, and predictable.

As Customer Success Manager, you’ll be on the front lines building strategic partnerships with our commercial customers as well as collaborating with other teams - from sales and engineering to product management, and executives - to set them up for success.  We have a unique approach to Customer Success, investing heavily in our partnerships with our customers. They think of us as extensions of their own teams, and we have the opportunity to be strategic advisors with our industry best practices. It is immensely satisfying work critical to the success of the company.

Responsibilities:

    • Ensure customers realize value at speed and throughout the customer lifecycle by optimizing all aspects of the product
    • Drive success and retention across customers through trusted advisor guidance
    • Harvest and build thought leadership and best practices while contributing to continuous value realization strategies
    • Work with customers to deliver end-to-end business transformation, leveraging Clari across the entire organization
    • Build enterprise-wide strategies by mapping business objectives to Clari solutions while ensuring continuous alignment with changing client needs
    • Build relationships with key customer champions
    • Conduct regular Executive Business Reviews and checkpoints with customer champions in the C-suite and executive leadership
    • Configure product customizations to address customer needs
    • Partner with technical support and additional cross-functional teams to ensure technical issues are successfully resolved
    • Develop and maintain product expertise, including best practices to provide value to customers
    • Represent the Voice of the Customer and share your customer expertise with the Product and Engineering teams to drive platform improvements and contribute to the product roadmap

Qualifications

    • 3-7 years’ experience in a B2B SaaS customer success role
    • Customer-oriented and great at building client relationships at all levels
    • Ability to articulate complex technical issues for resolution
    • Prior consulting experience and/or progressive experience in strategy and process improvement
    • Strong analytical skills, coupled with the ability to think creatively
    • Skilled at problem-solving, decision making, and ability to navigate challenging situations in a professional manner
    • Superior communications skills (presentation, written, and verbal) and demonstrated ability to train effectively
    • Ability to work with minimum direction and is dedicated to meeting and exceeding expectations
    • A team player with a positive, collaborative, passionate attitude
    • Salesforce user or administration experience is a plus


You’ll often hear our CEO talk about “Being Remarkable”. To Clari, remarkable means many things. First and foremost, we believe in providing work that’s interesting and meaningful, in an environment that’s nurturing and inclusive, that is free from discrimination for each and every team member without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. Efforts have to be recognized. Voices have to be heard. And work/life balance has to be baked into the very fiber of the company. We are honored to be recognized by Inc. Magazine and Bay Area News Group as a best place to work, several years running. We’d love to have you join us on our journey to remarkable!