Customer Success Manager

About the roleAs 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.What you’ll doOwn the end-to-end customer journey, with a strong focus on post-sales success, including onboarding, retention, and expansion.Partner with sales during the handoff process and help new customers get to value quickly through tailored onboarding.Act as the primary point of contact for customers, managing relationships throughout the lifecycle and driving renewals, expansions, and upsells.Build and continuously refine customer success processes to help us scale effectively and deliver exceptional experiences.Collaborate closely with product and engineering to provide customer feedback and influence the product roadmap.Lead initiatives around customer education, engagement, and advocacy, ensuring high adoption and satisfaction.Experiment with GTM strategies from a success perspective — such as playbooks for upsells or scalable onboarding.Define and track key metrics such as retention, NRR, CSAT, and time-to-value.Your backgroundExperienced in B2B SaaS customer success.Skilled at onboarding, adoption strategy, and relationship managementAble to speak to both technical solutions and business outcomes with stakeholders.A self-starter who thrives in a fast-moving, high-ownership environment.Strong communicator and relationship builder with a customer-first mindset.Passionate about AI, automation, and improving sales/customer workflows.Bonus: Familiarity with CRM tools, AI products, or sales automation software.Bonus: Experience working within an early-stage startup.

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