Sr. Manager, Customer Success

At Clearbit, we help our customers build unstoppable growth engines. Our products enable businesses to understand their customers, generate demand, act on intent, and increase conversions all the way down the funnel. Today, Clearbit powers more than 1,500 B2B companies including Asana, Segment, and Atlassian.
We're a high-growth SaaS company full of can-do, kind people who care about craft, collaboration, and our customers. With a bias for action — we are moving fast. 
This belief in meaningful growth extends to our employees. We invest in personal and team growth, valuing constructive feedback, and emotional intelligence. We aim to maintain a working environment of psychological safety, where vulnerability is not a weakness, so it's easier to take creative risks, re-define what’s possible, and grow into the best version of yourself. Your teammates will push you (kindly) to grow and ask for the same in return.
The Role: 
Clearbit is hiring a Senior Manager, Customer Success to take our already-amazing team to the next level. As we accelerate the growth of our business, we are moving from customer-focused to customer-obsessed. We love when customers geek-out about our products, creating sustainable workflows that make a valuable impact on their business. 
That’s where you come in! We need someone with a special combination of customer experience excellence, process-building skills, leadership skills and the ability to collaborate cross-functionally to help our customers hit the ground running. The Senior Manager of Customer Success will work collaboratively with other managers to improve the customer’ experience and journey; as well as with the Director of Customer Success to improve on processes and tools, defining our global strategy.
The Customer Success Management Team at Clearbit has a strong foundation that is ready to be expanded upon. We’ll achieve that as a team while coaching for growth, amplifying data analysis through customer insights, creating processes that scale, and connecting our work to the ultimate value for the customer and the business.

At Clearbit, you'll:

• Lead a team of CSMs- we are looking for someone to help grow our people and support them in doing their best work.
• Collaborate with other CSM managers, contributing to initiatives to improve the overall customer experience and team efficiency
• Ensure that both internal and customer-facing goals and objectives are met and exceeded, with a relentless drive towards continuous improvement for operational excellence
• Drive satisfaction, retention, and expansion of Clearbit customers
• Drive the overall culture and health of your team. 
• Identify data-driven trends and create improvement plans, coaching your team to achieve greater results
• Have experience developing and deploying materials that the team will use when connecting with customers.
• Have created processes, systems and structures that consistently improve the team’s performance and the customer experience 
• Act as a senior escalation point for our customers
• Have represented the voice of the customer and influenced internal stakeholders (Product, Sales, Marketing, Partnerships, Engineering) to improve our delivery for our customers.

We're looking for someone with:

• 3+ years of experience managing teams in customer facing roles
• Have the ability to learn the technical aspects of our products and to apply that knowledge to our customers’ business needs.
• Previous SaaS experience
• Superior communication skills (written/verbal), project management skills, professional demeanor, and sound judgment
• Comfort with ambiguity and rapidly-changing environments
• Roll-up-your-sleeves mentality
• Analytical and process-oriented mindset

Bonus points for:

• Previous experience at a Martech, Adtech, Analytics, Sales Enablement, and/or Data company
• Prior work experience in sales, sales ops, growth/marketing, performance marketing, and/or paid media
• Familiarity with industry-standard marketing and sales solutions such as Google Analytics, Adobe Analytics, Optimizely, Marketo, Pardot, Hubspot, Eloqua, Google Adwords, Facebook Ad Network, Segment, mParticle, and Demandbase
• Experience working with Salesforce and Salesforce integrated products

Working at Clearbit:

• We invest in personal and team growth, valuing constructive feedback, and emotional intelligence. We aim to maintain a working environment of psychological safety, where vulnerability is not a weakness, so that it's easier to take creative risks, re-define what’s possible, and grow into the best version of yourself. Your teammates will push you to grow (kindly) and ask for the same in return. 
• Building a company takes a physical and mental toll, which is why we think it's incredibly