Sr. Customer Success Manager

Clari + Salesloft

7d•$101,000 - $135,000•Remote

About The Position

At Salesloft, our Senior Customer Success Manager will be pivotal to our company’s success. You will be a key member of our fast-growing and high-performing Customer Success Organization acting as the go-to resource for our valued customers. On a day-to-day basis, you will be responsible for ensuring successful product adoption and retention of key customers in the business. Specifically, you will: 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. In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to build long-term, trusted relationships with key executives and influencers. You will own, drive, and affect change for your customers by having an obsessive focus on their outcomes. Daily you’ll focus on driving customer adoption through strategy calls and customized business reviews at the executive level. The goal is to be the ultimate storyteller in showcasing the compelling impact on your customers' business made possible by their use of Salesloft. Remember, you are the quarterback of the customer experience and you will have an opportunity to make a difference.

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.
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

Nice To Haves

Salesforce Admin Certification is a plus!
Previous experience in a SaaS/Technology company or fast-growing start-up preferred

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.
Drive customer adoption through strategy calls and customized business reviews at the executive level.
Showcase the compelling impact on your customers' business made possible by their use of Salesloft.
Act as the quarterback of the customer experience.