Customer Success Manager, Clariti

• This role demands a solutions-oriented mindset, strong executive presence, and the ability to navigate complexity with confidence
• Success in this position requires strong commercial acumen, the ability to identify opportunities where Clariti can drive additional value, and the confidence to lead strategic conversations that align customer outcomes with business growth
• 3+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management
• Familiarity with managing retention and growth quotas, with a focus on driving customer satisfaction and account health
• Experience managing 2-4 strategic customer accounts, with an emphasis on maintaining strong relationships and ensuring customer success
• Ability to drive customer adoption and retention with technical products, including identifying customer needs and coordinating with internal teams for solutions
• Proficient in sales discovery methodologies, with a basic understanding of conducting ROI discussions and articulating value propositions
• Exposure to enterprise solution sales, collaborating with account executives or sales teams to support the development of sales opportunities
• Experience in developing and executing customer success plans that align with customer goals and business objectives

Desirable

• As a Customer Success Manager at Clariti, you will be the primary advocate and trusted advisor for a portfolio of customers, accountable for driving meaningful business outcomes and ensuring long-term retention and growth
• You will develop a deep understanding of each customer's goals and challenges, proactively guide them to maximize the value of their Clariti solutions
• You'll work cross-functionally with Sales, Product, Services, and Support to deliver a seamless and impactful customer experience
• This role reports directly to the Senior Director, Customer Success on our Customer Experience team
• This is a growth-oriented role that includes responsibility for an expansion quota
• Build and maintain strong, trusted relationships with customer stakeholders, including executive sponsors, to promote adoption, drive strategic alignment, and serve as a long-term advisor on how to best achieve their goals with Clariti
• Develop joint success plans that outline measurable goals, key milestones, and strategic use cases aligned with Clariti’s capabilities
• Schedule and lead Executive Business Reviews with a focus on driving adoption, demonstrating ROI, and unlocking opportunities for renewal and expansion
• Actively monitor customer health, identify risks early, and coordinate internal resources to resolve challenges before they escalate
• Partner with cross-functional teams at Clariti including Sales, Product, Professional Services, and Support, to ensure seamless handoffs, issue resolution, and a unified customer journey
• Be the voice of the customer by providing strategic insights and feedback to internal teams to maximize value, retention, and product evolution
• Track account activity, outcomes, and growth opportunities in internal systems to support forecasting, renewal planning, and expansion strategy
• Advocate for your customers by providing prioritized product feedback and surfacing insights to Product, Engineering, and other internal stakeholders
• Educate and guide customers on best practices, emerging capabilities, and industry trends aligned with their evolving needs