Customer Success Manager

Clear Capital


The Customer Success Manager is the owner of customer success and sentiment. You will develop customer account strategies that build strong relationships and result in revenue retention or uncover growth potential. You are responsible for disseminating the vision of customer success, and enforcing accountability to that success. You will maintain a pulse on customer sentiment, maintain proactive account management and mitigation of revenue threats across all levels of the organization.

Primary Duties and Responsibilities

  • Relationship Management
  • Drive relationships at critical levels of the customer organization deep enough to:
  • - Understand the customer's view of success and proactively achieve it
  • - Understand if the customer is happy with us and willing to recommend us
  • - Ensure the customer looks to us to provide innovative solutions to their problems
  • - Ensure the customer trusts and confides in us, and we know about their lives like we know our friends
  • - Retain revenue in the face of challenges like product and performance limitations and market forces
  • Unlock potential by mapping strategic customer organizations including channels, products, stakeholders, decision makers, performance, potential and opportunities
  • Develop and execute account objectives and strategy for strategic customers
  • Introduce key internal stakeholders within Clear Capital at the appropriate level of the customer organization
  • Identify growth opportunities or revenue risk drivers and partner with sales to realize the opportunity

Customer Success Advocate and Performance Management Understand and track drivers of customer sentiment as well as customer pain points Educate sales and internal stakeholders across the organization on what success is for each customer as well as their pain points Develop deep knowledge of product, process and performance so you can add value in discussions with customers Dissect scorecards, summarize what is going well and where we need to improve Hold internal stakeholders accountable to the customer's vision of success

Revenue and Margin Management Retain and identify revenue growth potential by understanding drivers and proactively managing Monitor monthly revenue and engage customers to thank them for increase or inquire about declines to identify requirements to win it back Develop and execute strategy to retain, grow or win back revenue Monitor and manage healthy customer gross margins through review, education and outreach on internal practices as well as contract and pricing negotiation

Required Job Related Skills and Experience

  • Demonstrated ability to perform duties outlined above
  • Customer relationship management experience
  • Willingness to travel as needed to build relationships
  • Strong project management skills and organization
  • Enthusiastic, clear and effective communication style
  • Cross organizational strategic partnership development
  • Creatively clear roadblocks
  • Ability to fiercely prioritize
  • Effective relationtionship building with internal partners and customers

At Clear Capital, we have an underlying philosophy that guides our efforts: Go wherever it leads, and do whatever it takes to help clients find their optimal solution. This philosophy guides how we create and deliver products, and how we interact with our clients, vendors and each other. We offer an exciting fast-paced work environment, challenging and rewarding careers, and competitive compensation and benefits.

Position is located in one of Clear Capital's location: Truckee, CA or Reno, NV. Working remotely is not an option. Candidates must already live within commuting distance or be flexible to relocate.

Salary commensurate with experience

Clear Capital is an equal opportunity employer

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Confirmed 6 hours ago. Posted 30+ days ago.

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