Senior Customer Success Manager

Promote Project; Vancouver; Remote; CAD 65,000 - 108,000; Full time

Job summary

A leading company is looking for a Senior Customer Success Manager to be the trusted advisor for its strategic customers. This role involves maximizing customer value and retention, utilizing experience in Enterprise SaaS and fostering relationships to ensure customer growth. Candidates should possess strong advocacy skills, with a focus on sales methodologies and relation management.

Qualifications

• 5+ years of experience in Enterprise SaaS customer success.
• Significant experience managing retention and growth quotas.
• Experience in maintaining strategic customer accounts.

Responsibilities

• Serve as a trusted advisor for strategic customers.
• Schedule Executive Business Reviews to enhance customer adoption.
• Monitor customer health and identify remediation options.

Skills

Customer advocacy

Engagement experience

Sales discovery methodologies

Return on Investment discussions

Job description

65000 - 107500 a year (Canadian Dollars)

Senior Customer Success Manager

Location

65000 - 107500 a year (Canadian Dollars)

Description

What will you work on?

Reporting to the EVP, Customer Experience, the Senior Customer Success Manager (Enterprise) will be a trusted advisor to our Strategic customer segment, helping them achieve maximum value from the Clariti solution. You will understand your clients' digital adoption goals and recommend solutions to help them get the most out of our product and exceed their goals.

As a Senior Customer Success Manager at Clariti, you’ll get to :

• Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
• Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals / expansion.
• Maintain an understanding of our product and roadmap so you can guide customers to success and continue to promote up their Adoption Score.
• Educate customers on the most relevant features of their specific requirements.
• Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for Clariti.
• Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and exceed their goals.
• Work with the internal Account team and Customer to develop a Success Plan outlining how Clariti addresses their immediate / future needs (including metrics for success).
• Monitor customer health to reach out to customers before risks escalate and identify remediation options.
• Partner with Clariti Account Team (Account Executives, Services, Technical Support) to ensure customers renew and expand.
• Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk.

What you bring to the team?

• 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management.
• Significant experience managing a quarterly retention and growth quota.
• Previous experience maintaining a book of at least 4-6 Strategic customer accounts.
• Demonstrated experience increasing customer satisfaction, adoption, and retention applied to a technical product.
• High competency in sales discovery methodologies and an ability to run Return on Investment discussions.
• Experience in an enterprise solution sales environment, partnering with account executives to develop and close sales opportunities.

The salary range for this role is expected to be between 90-135k based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy.

If you have questions about compensation as we move through the process, we’re happy to discuss further.

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Job type : Remote job

Tags

• manager
• technical
• growth
• investment
• cloud
• senior
• health
• executive

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