Sr. Customer Success Manager

About the role

We are seeking an experienced customer-facing professional who will engage, retain, and drive our customers' understanding of Salesloft product offerings working strategically with sales, cs, and leadership (both internally and with the customer).

Responsibilities

• Build custom Mutual Success Plans to align our Salesloft strategy to the customer’s business objectives.
• Effectively guide customers in how to prioritize next steps on a Mutual Success Plan, managing multiple points of contact with each customer.
• Partner with internal teams on tasks and projects that impact the broader team.
• Review trends in customer data and proactively identify focus areas.
• Create impactful QBRs and prioritize data based on insight and the "so what" for each customer.
• Identify unusual trends in the data and anticipate key follow-up questions from a customer.
• Provide strategic guidance to customers around sales and sales engagement best practices for their use case.
• Champion industry best practices and challenge customers on their approach.
• Lead customer-facing webinars and internal trainings around industry insights and recommendations.
• Lead phone calls and on-site meetings with stakeholders (including C-Level), navigating both positive and more difficult conversations with ease.

Requirements

• 6+ years of experience in a Customer Success role.
• 1+ years of experience using the Salesforce CRM.
• Must have an intermediate to expert knowledge of Salesforce CRM components such as leads, activities, contacts, opportunities, and reporting.
• (Salesforce Admin Certification is a plus!)
• Previous experience in a SaaS/Technology company or fast-growing start-up preferred.
• Superb listening skills and the proven ability to dig deeper to uncover the customer’s true objectives.
• High level of empathy - it’s important for our CSMs to be a good person to peers and customers.
• You are a clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience.
• You are extremely perceptive and highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality.
• You are an expert project manager who ruthlessly prioritizes, manages stakeholder expectations, and ensures all key objectives and timelines are met.
• You are resourceful, scrappy, and creative — if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use.
• You are confident in technical conversations — hearing “API” doesn't make you run and hide.

Qualifications

• Must have an intermediate to expert knowledge of Salesforce CRM components such as leads, activities, contacts, opportunities, and reporting.
• Previous experience in a SaaS/Technology company or fast-growing start-up preferred.
• Superb listening skills and the proven ability to dig deeper to uncover the customer’s true objectives.
• High level of empathy - it’s important for our CSMs to be a good person to peers and customers.
• You are a clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience.
• You are extremely perceptive and highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality.
• You are an expert project manager who ruthlessly prioritizes, manages stakeholder expectations, and ensures all key objectives and timelines are met.
• You are resourceful, scrappy, and creative — if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use.
• You are confident in technical conversations — hearing “API” doesn't make you run and hide.

Skills

• Intermediate to expert knowledge of Salesforce CRM components such as leads, activities, contacts, opportunities, and reporting.
• Previous experience in a SaaS/Technology company or fast-growing start-up.
• Superb listening skills and the proven ability to dig deeper to uncover the customer’s true objectives.
• High level of empathy - it’s important for our CSMs to be a good person to peers and customers.
• You are a clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience.
• You are extremely perceptive and highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality.
• You are an expert project manager who ruthlessly prioritizes, manages stakeholder expectations, and ensures all key objectives and timelines are met.
• You are resourceful, scrappy, and creative — if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use.
• You are confident in technical conversations — hearing “API” doesn't make you run and hide.

Benefits

• Clari + Salesloft is committed to creating an inclusive and supportive workplace where everyone belongs and can thrive.
• We focus on culture add, not culture fit, and believe our teams are made stronger by the unique perspectives, experiences, and identities each person brings.
• We are proud to be an Equal Opportunity Employer and provide employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, pregnancy, or any other characteristic protected by law.

Pay

$101,000—$135,000 USD

Schedule

Remote- US