Senior Customer Success Manager

How will you help us make an impact? 👩‍💻👨‍💻

As a Senior Customer Success Manager at Clariti, you will be the primary advocate and trusted advisor for a portfolio of customers, accountable for driving meaningful business outcomes and ensuring long-term retention and growth. You will develop a deep understanding of each customer's goals and challenges, proactively guide them to maximize the value of their Clariti solutions.

This role demands a solutions-oriented mindset, strong executive presence, and the ability to navigate complexity with confidence. You'll work cross-functionally with Sales, Product, Services, and Support to deliver a seamless and impactful customer experience. This role reports directly to the Senior Director, Customer Success on our Customer Experience team.

This is a growth-oriented role that includes responsibility for an expansion quota. Success in this position requires strong commercial acumen, the ability to identify opportunities where Clariti can drive additional value, and the confidence to lead strategic conversations that align customer outcomes with business growth.

As a Senior Customer Success Manager at Clariti, you’ll get to:

• Build and maintain strong, trusted relationships with customer stakeholders, including executive sponsors, to promote adoption, drive strategic alignment, and serve as a long-term advisor on how to best achieve their goals with Clariti.
• Develop joint success plans that outline measurable goals, key milestones, and strategic use cases aligned with Clariti’s capabilities.
• Schedule and lead Executive Business Reviews with a focus on driving adoption, demonstrating ROI, and unlocking opportunities for renewal and expansion.
• Actively monitor customer health, identify risks early, and coordinate internal resources to resolve challenges before they escalate.
• Partner with cross-functional teams at Clariti including Sales, Product, Professional Services, and Support, to ensure seamless handoffs, issue resolution, and a unified customer journey.
• Be the voice of the customer by providing strategic insights and feedback to internal teams to maximize value, retention, and product evolution.
• Track account activity, outcomes, and growth opportunities in internal systems to support forecasting, renewal planning, and expansion strategy.
• Advocate for your customers by providing prioritized product feedback and surfacing insights to Product, Engineering, and other internal stakeholders.
• Educate and guide customers on best practices, emerging capabilities, and industry trends aligned with their evolving needs.

What do you bring to the team? 🧠

• 5+ years of customer advocacy and engagement experience in  SaaS customer success, account management, or post-sales relationship management
• A track record managing quarterly retention and expansion quota with a growth-oriented mindset
• Expertise with commercial strategy and identifying upsell or cross-sell opportunities within existing accounts
• Stakeholder management in particular working in a cross-functional environment and partnering closely with Sales, Services, Support, and Product
• Excellent communication, relationship management, and problem-solving skills
• A customer-first mindset with the ability to think strategically and execute tactically
• Ability to travel from 10-15% of the time to support customer & business needs

Bonus Points 🎉

• Experience with public sector customers and/or GovTech experience
• Familiarity with complex implementation projects 

What’s in it for you?🫵

We invest in and empower our team members with competitive compensation packages, well deserved time off and benefits to keep you and your family healthy! *

💰 The base salary range for this role is expected to be between $75-114k CAD based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. 💰

If you have questions about compensation as we move through the process, we’re happy to discuss further.

*Benefits depend on employment type (full-time, part-time, contract, etc).