Senior Customer Success Manager

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

Job summary

Join a forward-thinking company as a Senior Customer Success Manager and be the voice of the customer! In this exciting role, you will engage with strategic clients, helping them achieve their digital adoption goals and maximize their investment in the Clariti solution. Your expertise in customer advocacy and account management will be key in building trusted relationships and guiding customers to success. This role offers a unique opportunity to work closely with internal teams to ensure customer satisfaction, retention, and growth. If you are passionate about enhancing customer experiences and driving value, this position is perfect for you!

Qualifications

• 5+ years of experience in Enterprise SaaS customer success.
• Proven track record in managing strategic customer accounts.

Responsibilities

• Act as a trusted advisor to strategic customers, maximizing their value from the product.
• Monitor customer health and proactively address risks to ensure satisfaction and retention.

Skills

Customer Advocacy

Enterprise SaaS

Account Management

Post-sales Relationship Management

Sales Discovery Methodologies

Customer Satisfaction

Retention Strategies

Job description

65000 - 107500 a year (Canadian Dollars)

Senior Customer Success Manager

Location

Vancouver, British Columbia, Canada

Salary

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
• saas
• technical
• growth
• investment
• cloud
• senior
• sales
• health
• executive