Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact and trusted advisor, ensuring clients achieve significant, measurable outcomes aligned with their strategic objectives.

• Comprehend customer goals, use cases, and success criteria to guarantee alignment and measurable results.

• Advocate for the customer's voice internally, representing their needs and priorities.

• Discover expansion opportunities by understanding customer roadmaps, identifying unmet needs, and aligning Claravine capabilities with future initiatives.

• Promote the adoption of The Claravine Data Standards Cloud, guiding clients to achieve their desired business outcomes.

• Create onboarding plans that expedite time-to-value and outline a clear path for deeper adoption.

• Utilize data-driven health indicators to foresee risks early and intervene with precise action plans.

• Provide insights that assist customers in optimizing their data standards practices and unlocking additional value.

• Collaborate internally with Sales, Implementation, Support, Product, and Marketing to ensure smooth delivery and advocate for customer needs.

• Relay customer feedback and insights to influence future product development and go-to-market strategies.

• Foster ongoing value realization by aligning Claravine capabilities with customer business objectives.

• Conduct strategic business reviews that showcase impact, identify new opportunities, and align on future initiatives.

• Collaborate with Sales to define and support expansion opportunities that enhance customer adoption and increase ROI.

• Develop success plans that adapt over time as customer maturity and use cases evolve.

⛳️ Requirements

• 5+ years of experience in customer success, consulting, information sciences, or DAM, with responsibility for customer expansion and renewals with large enterprise clients.

• Background in the martech/adtech industry (e.g., ad targeting and bidding, content generation, analytics, sentiment analysis, attribution modeling, etc.) or familiarity with Adobe Analytics, Google Analytics, and an understanding of digital marketing processes and ecosystem.

• Proven experience in managing and guiding the complete client experience from onboarding to renewal.

• Comfortable with communicating, training, and presenting complex enterprise solutions to executive stakeholders at large enterprise clients.

• Self-motivated with strong organizational and time management skills.

• A problem solver focused on finding solutions to assist customers.

• Outstanding verbal and written communication abilities.

• Bonus: Familiarity with APIs, data integrations, and basic SQL querying adequate to troubleshoot basic issues and collaborate with technical stakeholders.

• Bonus: Knowledge of data transfer methods such as SSO, SFTP, and API.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Claravine covers 80% of the premium costs across all enrollment tiers (individual, family, etc.).

• Access to additional services including Kindbody (gynecology & family building care), TalkSpace (online mental health therapy), Teladoc, and One Medical.

• 401k plan with company match up to 3.5%.

• Flexible Time Off (subject to Manager Approval).

• 9 paid company holidays in the US, plus the week between 12/24-1/1.

• Generous parental leave paid at 100%.

• 8 weeks of gender-neutral parental leave plus 8 weeks for employees delivering a child (16 weeks total).

• Monthly technology stipend to assist with remote work expenses (e.g., internet).

• One-time New Employee Stipend to establish your remote workspace.