Customer Success Manager

Claravine

61d•$95,000 - $115,000•Remote

About The Position

Claravine is hiring a Customer Success Manager to help customers realize measurable value from The Data Standards Cloud and identify opportunities for growth. The role guides customers from onboarding through adoption, aligns the platform with their business goals, expands use cases, and builds long-term partnerships. The CSM translates complex concepts into clear business outcomes so customers can mature their data standards practices and improve efficiencies across their digital ecosystems. This is a relationship-driven, customer-facing position combining strategic thinking with hands-on execution. The CSM works with Product, Sales, Support, Implementation, and Marketing to deliver a successful customer experience and bring customer needs and insights to internal teams. The role requires up to 25% travel.

Requirements

At least 5 years of experience in customer success, consulting, information sciences, or digital asset management (DAM), with accountability for customer expansion and renewals with large enterprise customers.
Experience in the martech/adtech industry, such as ad targeting and bidding, content generation, analytics, sentiment analysis, or attribution modeling; alternatively, experience with Adobe Analytics or Google Analytics and understanding of digital marketing processes and ecosystems.
Experience owning and guiding the full client experience from onboarding to renewal.
Ability to communicate, train, and present complex enterprise solutions to executive stakeholders at large enterprise customers.
Self-motivated, with strong organizational and time-management skills.
Problem-solving ability and a solutions-oriented approach to supporting customers.
Excellent verbal and written communication skills.
Willingness to travel up to 25%.

Nice To Haves

Familiarity with APIs, data integrations, and basic SQL querying sufficient to troubleshoot basic issues and collaborate with technical stakeholders.
Familiarity with data transfer methods such as SSO, SFTP, and API.

Responsibilities

Serve as the primary customer contact and trusted advisor, helping customers achieve measurable outcomes aligned with their strategic goals.
Understand customer goals, use cases, and success criteria, and ensure alignment with measurable outcomes.
Represent the voice of the customer internally and advocate for customer needs and priorities.
Identify expansion opportunities by understanding customer roadmaps, uncovering unmet needs, and aligning Claravine capabilities with future initiatives.
Drive adoption of The Claravine Data Standards Cloud and guide customers toward desired business outcomes.
Design onboarding plans that accelerate time-to-value and establish a path toward deeper adoption.
Use data-driven health indicators to anticipate customer risks and intervene with clear action plans.
Surface insights that help customers optimize their data standards practices and unlock additional value.
Collaborate with Sales, Implementation, Support, Product, and Marketing to ensure seamless delivery and advocate for customer needs.
Share customer feedback and insights to help shape product development and go-to-market strategy.
Map Claravine capabilities to customer business objectives to drive ongoing value realization.
Facilitate strategic business reviews that highlight impact, identify opportunities, and align on future initiatives.
Partner with Sales to scope and support expansion opportunities that deepen adoption and increase ROI.
Develop success plans that evolve as customer maturity and use cases grow.

Benefits

Comprehensive medical, dental, and vision coverage; Claravine pays 80% of premiums across enrollment tiers.
Access to Kindbody, TalkSpace, Teladoc, and One Medical services.
401(k) with company match up to 3.5%.
Flexible time off with manager approval.
Nine paid company holidays in the US, plus the week between December 24 and January 1.
Generous parental leave paid at 100%.
Four weeks of gender-neutral parental leave.
Twelve weeks of parental leave for employees delivering a child.
Monthly technology stipend to support remote-work costs, such as internet.
One-time new employee stipend to set up a remote workspace.
Eligible employees may receive incentive, commission, equity, and/or annual bonus pay based on individual and company performance.