Sr. Customer Success Manager

Senior Customer Success Manager

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.

We are seeking an experienced customer-facing professional who will engage, retain, and drive our customers' understanding of Salesloft product offerings working strategically with sales, cs, and leadership (both internally and with the customer). You will be measured on the retention, expansion, and happiness index of a book of business (Salesloft's customers).

If you're looking for an opportunity to learn more, do more, and become more, then becoming a Senior Customer Success Manager is the career path for you!

Our Salesloft's Customer Success team is comprised of seasoned and up-and-coming account management professionals.

The Customer Success team consists of 30 some team members who develop and maintain a deep understanding of the customer's business drives, goals, and steer activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers' success criteria, and demonstrate ROI and ensure customers renew the Salesloft Product Suite. We strive to ensure customer satisfaction through inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer.

The skill set:

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

Within one month, you'll:

• Attend Salesloft's New Hire Orientation, where you will learn our Salesloft story and understand what makes our "Lofters" unique
• Join our 3-week Sales Bootcamp, where you will learn our software and all the skills necessary to set you up for success, allowing you to make an impact in the market quickly
• Begin 1:1's with your manager, understand your 30-60-90 day plan, meet & shadow current members of the Salesloft team, and delve into your territory
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
• Meet key partners in Account Management, Finance, Marketing, Executives, etc. - they will be key relationships for you throughout your deal cycle
• Become demo certified

Within three months, you'll:

• Begin working with customers
• Be Salesloft admin-certified
• Be enrolled in our Salesloft PM certification program
• Be a product expert and feel comfortable walking a customer through all aspects of the Salesloft platform
• Have proficiency in both the Salesloft product capabilities as well as modern sales engagement best practices

Within six months, you'll:

• Be running with your customer success plans to encourage adoption & process optimization
• Be able to show quantifiable ROI to customers in the form of success stories
• Have a greater ability to understand deep technical aspects of a product and educate customers and peers using simplified explanations

Within twelve months, you'll:

• Set an example for new CSMs, and assist in training, onboarding, and motivating new Lofters
• Be a proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
• Have a thorough understanding of the challenges an organization faces when implementing a new technology and how to help them manage change

At Clari + Salesloft, we are committed to creating an inclusive and supportive workplace where everyone belongs and can thrive. We focus on culture add, not culture fit, and believe our teams are made stronger by the unique perspectives, experiences, and identities each person brings.

We are proud to be an Equal Opportunity Employer and provide employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, pregnancy, or any other characteristic protected by law.

If you're excited about this role even though your experience may not perfectly match every requirement, we encourage you to apply. We are actively hiring across multiple geographies and would love to welcome passionate, curious, and mission-driven individuals to our growing team. Explore our open roles and consider joining us!

It is Clari + Salesloft's intent to pay all Lofters competitive wages and salaries that are motivational, fair and equitable. The goal of Clari + Salesloft's compensation program is to be transparent, attract potential employees, meet the needs of all current employees and encourage employees to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. The total compensation package for this position may also include performance bonus, benefits and/or other applicable incentive compensation plans.

Base Pay Range

$101,000 - $135,000 USD