EMEA Senior Customer Success Manager - Remote

Join Our Customer Success Team

Be a part of our dynamic Customer Success team at Clari. We engage clients throughout their entire journey from initial discovery, implementation, renewal, and expansion. Our experts in product, process, and strategy, including customer service, success, education, and support, are dedicated to ensuring customer satisfaction and growth.

Role Overview

We're looking for a passionate and results-driven Senior Customer Success Manager (CSM) to join our EMEA team at Clari. In this role, you’ll be pivotal in transforming our clients’ revenue operations to make them connected, efficient, and predictable. As a CSM, you will serve as a trusted advisor to our clients, driving adoption, engagement, and experience throughout the customer journey.

This is a remote opportunity for candidates based in the UK. Applicants must have British citizenship or the appropriate authorization to work in the UK.

Responsibilities

• Deliver valuable outcomes for Enterprise and Commercial customers and build strong advocates by maintaining high levels of adoption and engagement.
• Advise customers on best practices for optimizing their revenue operations using the Clari platform while staying current on industry trends.
• Proactively manage the success of Clari customers within your portfolio to deliver consistent value throughout the customer lifecycle.
• Utilize data-driven approaches and Clari technology to monitor portfolio health indicators, identifying growth opportunities or risks in partnership with Account Management teams.
• Coordinate and deliver tailored enablement sessions to ensure platform confidence and cultivate customer accountability.
• Facilitate both in-person and virtual workshops to help customers map out revenue objectives and optimize their ‘go-to-market’ strategies.
• Maintain regular customer check-ins and Executive Business Reviews (EBRs) to foster strong partnerships in collaboration with the Account Management team.
• Conduct effective discovery sessions to understand customer business needs and revenue objectives.
• Provide insights and feedback on the future development of the Clari platform based on customer and internal feedback.
• Advise on change management best practices to help customers adopt new technologies effectively and reduce time-to-value.
• Oversee and manage critical customer issues in collaboration with other Clari teams, such as Support, Product & Engineering, and Professional Services.

Qualifications & Skills

• 4+ years of experience in B2B SaaS Customer Success, Solutions Consulting, Business Consulting, or Solutions Engineering roles.
• Experience and knowledge of Salesforce are required.
• Preferred experience in Revenue Operations, including strategy, processes, or tech stack.
• Familiarity with sales engagement platforms and their application in 'go-to-market' functions is preferred.
• Proven track record of customer retention and growth through driving adoption, engagement, and overall experience.
• Able to manage a portfolio and additional projects while prioritizing work effectively.
• Strong aptitude for learning software and staying updated on industry best practices.
• Excellent communication skills, both internally and externally.
• Comfortable in a dynamic, fast-paced environment, capable of handling ambiguity with a positive attitude.
• Consistent diplomacy and poise in addressing customer issues and escalations.
• Ability to collaborate with cross-functional partners on various internal projects and playbooks.

Perks and Benefits @ Clari

• Team-bonding activities and company-wide events.
• Flexible working hours and remote opportunities.
• Annual Well-being and Professional Development Stipends.
• Private Healthcare.
• Pension plan.
• Paid maternity and paternity leave.
• Stock options.

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