Note: The job is a remote job and is open to candidates in USA. Salesloft, together with Clari, is building a Predictive Revenue System that helps enterprise revenue teams make confident decisions using AI and real-time signals. The Senior Customer Success Manager will drive product adoption, retention, expansion, and customer outcomes by managing strategic relationships, success plans, executive reviews, and customer enablement.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- Previous experience in a SaaS/Technology company or fast-growing start-up preferred
Benefits
- Performance bonus
- Benefits and/or other applicable incentive compensation plans
- Salesloft’s New Hire Orientation
- 3-week Sales Bootcamp
- Salesloft admin certification
- Salesloft PM certification program
- Remote work in the United States
Company Overview