Customer Success Manager
Job Description
As the founding Customer Success hire, you will own the entire post-sales lifecycle — from onboarding and driving product adoption to ensuring long-term retention and account growth. You’ll work closely with our co-founders to shape our customer success playbook, define key processes, and ensure customers thrive with Clarify.
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Own the end-to-end customer journey, with a strong focus on post-sales success, including onboarding, retention, and expansion.
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Partner with sales during the handoff process and help new customers get to value quickly through tailored onboarding.
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Act as the primary point of contact for customers, managing relationships throughout the lifecycle and driving renewals, expansions, and upsells.
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Build and continuously refine customer success processes to help us scale effectively and deliver exceptional experiences.
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Collaborate closely with product and engineering to provide customer feedback and influence the product roadmap.
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Lead initiatives around customer education, engagement, and advocacy, ensuring high adoption and satisfaction.
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Experiment with GTM strategies from a success perspective — such as playbooks for upsells or scalable onboarding.
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Define and track key metrics such as retention, NRR, CSAT, and time-to-value.
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Experienced in B2B SaaS customer success.
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Skilled at onboarding, adoption strategy, and relationship management
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Able to speak to both technical solutions and business outcomes with stakeholders.
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A self-starter who thrives in a fast-moving, high-ownership environment.
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Strong communicator and relationship builder with a customer-first mindset.
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Passionate about AI, automation, and improving sales/customer workflows.
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Bonus: Familiarity with CRM tools, AI products, or sales automation software.
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Bonus: Experience working within an early-stage startup.
