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The Senior Customer Success Manager (Enterprise) at Clariti Cloud Inc., located in Vancouver, BC, plays a crucial role in fostering client relationships and ensuring customer satisfaction. Reporting directly to the EVP of Customer Experience, this position requires a proactive approach to managing and advising the Strategic customer segment. The role focuses on maximizing the value clients derive from the Clariti solution, ensuring they meet and exceed their digital adoption goals.
As a Senior Customer Success Manager, your primary responsibility is to serve as a trusted advisor to strategic clients, and to be the 'voice of the customer' within Clariti. This involves providing valuable internal feedback to enhance customer value and retention. You will also be tasked with scheduling and preparing Executive Business Reviews aimed at increasing customer adoption and demonstrating a clear Return on Investment, which is pivotal for facilitating renewals and expansions.
Another key aspect of the role is maintaining an in-depth understanding of the Clariti product and its roadmap. This knowledge enables you to guide customers toward success, educate them about relevant features tailored to their requirements, and keep their Adoption Score rising. This requires a thorough understanding of the clients' industry trends, challenges with digital adoption, and their current and potential use cases for Clariti.
The manager will establish and build strategic, trusted advisor relationships with high-level decision-makers, champions, and economic buyers. These relationships help clients utilize the platform effectively, manage risks, and exceed their goals. Collaborating with the internal Account team, the manager will craft a Success Plan that outlines how Clariti can meet clients' immediate and future needs, including defining metrics for success.
Proactively monitoring customer health is essential to preempt risks and identify remediation options. Partnering with Clariti Account Teams, including Account Executives, Services, and Technical Support, ensures customer renewals and expansions. The role involves utilizing data and customer insights to preemptively identify risks and create plans for risk mitigation.
To excel in this role, candidates need at least five years of experience in customer advocacy and engagement within the Enterprise SaaS sector, predominantly in customer success, account management, or post-sales relationship management. Experience managing a quarterly retention and growth quota is essential, as well as maintaining a portfolio of 4-6 Strategic customer accounts.
Applicants should have demonstrable experience in increasing customer satisfaction, adoption, and retention for a technical product. A high level of proficiency in sales discovery methodologies and the ability to conduct substantial Return on Investment discussions are crucial for success.
Experience working in an enterprise solution sales environment, where collaboration with account executives to develop and close sales opportunities is required, is also necessary for the prospective Senior Customer Success Manager.
Clariti offers a competitive salary range for this role, expected to be between 90,000 and 135,000 CAD, based on the candidate's skills, experience, and qualifications, along with considerations of internal pay equity and broader pay philosophy. The company is open to discussing compensation further with qualified candidates during the selection process.
This job offer was originally published on RemoteOK
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