Senior Customer Success Manager

Customer Success Reno, Nevada


Position at Clear Capital

The Senior Customer Success Manager is the owner of Enterprise and Strategic Customer Success and sentiment through performance and delivery management. You will develop strategic account strategies that build strong relationships and result in revenue retention or uncover growth potential. You are responsible for disseminating the vision of customer success and opportunity across internal stakeholders, ensuring alignment to the vision of success, and enforcing accountability to that success. You will act as an advisor to your customers by building trust to find best practices and sometimes a different way to yes. You will maintain a pulse on customer sentiment, maintain proactive account management and mitigation of revenue threats across all levels of the organization. You will ensure operational efficiency and margin health.

What You Will Work On

Relationship management

  • Drive relationships at critical levels of the customer organization deep enough to:
    • Understand the customer’s view of success and proactively achieve it
    • Understand if the customer is happy with us and willing to recommend us
    • Ensure the customer looks to us to provide innovative solutions to their problems
    • Ensure the customer trusts and confides in us, and we know about their lives like we know our friends
    • Retain revenue in the face of challenges like product and performance limitations and market forces
  • Unlock potential by mapping strategic customer organizations including channels, products, stakeholders, decision makers, performance, potential and opportunities
  • Develop and execute account objectives and strategy for Enterprise and Strategic customers
  • Introduce key internal stakeholders within Clear Capital at the appropriate level of the customer organization
  • Identify growth opportunities or revenue risk and partner with sales to realize the opportunity

Customer Success Advocate and Performance Management:

  • Understand and track drivers of customer sentiment as well as customer pain points
  • Educate sales and internal stakeholders across the organization on what success is for each customer as well as their pain points
  • Develop deep knowledge of product, process and performance so you can add value in discussions with customers and internal stakeholders
  • Dissect scorecards, summarize what is going well and where we need to improve
  • Hold internal stakeholders accountable to the customer’s vision of success
  • Drive to achieve competitive performance that wins volume
  • Map competitors and understand our position relative to them 

Margin Management:

  • Monitor and manage healthy customer gross margins through review, education and outreach on internal practices and customer practices
  • Partner with pricing analyst to identify opportunities to improve pricing
  • Partner with financial analysts to improve pricing exception management practices

Delivery Management

  • Understand and deliver on the customer’s vision of success in performance and workflow
  • Facilitate onboarding Enterprise and Strategic customers across all levels of the organization
  • Project manage any issue related to delivery until resolved

Account Documentation

  • Fully utilize Salesforce as the single source of truth at the account level
  • Document, track and resolve all account issues via cases
  • Document all emails, phone calls and meetings
  • Document all account level changes and process

Who We are Looking For

  • 5 years prior Customer Success Management Experience
  • Fierce ownership over successful outcomes
  • Flexible hours dependent on your customer’s needs each day
  • Demonstrated ability to perform duties outlined above
  • Willingness to travel as needed to build relationships
  • Strong project management skills and organization
  • Enthusiastic, clear and effective communication style
  • Proactive and assertive measures to enforce accountability for internal groups
  • Cross organizational strategic partnership development
  • Creatively clear roadblocks
  • Ability to fiercely prioritize
  • Effective relationship building with internal partners and customers

What You Can Expect 

  • Competitive compensation and immediate contribution!
  • Inclusive benefits package offerings 401k plans and customizable benefits including dental, vision, medical, etc. for you and your dependents. 
  • An innovative culture that understands the importance of quality of work over quantity.
  • Company supported and employee-driven ambassador groups that promote diversity, working on a hybrid schedule and philanthropy.
  • Learning and development programs to help advance your career and personal growth.

What We Value 

  • Wherever it leads, Whatever it takes! We believe in making the impossible possible!
  • Thrive personally, grow professionally―be happy!
  • Innovate, learn, lead- Knowledge and growth  is never ending!
  • We believe in hiring nice people because anything is possible when you have the team's support.   
  • Improving the lives around us- A smile could change the entire world.
  • Be the most trusted, respected, and loved real estate valuation company in the world.

About Us 

Clear Capital is a national real estate valuation technology company with a simple purpose: build confidence in real estate decisions to strengthen communities and improve lives. Our goal is to provide customers with a complete understanding of every U.S. property through our field valuation services and analytics tools, and improve their workflows with our platform technologies. Our commitment to excellence — wherever it leads, whatever it takes® — is embodied by more than 1,300 team members across four brands (Clear Capital, Clario, CubiCasa, and REO Network) and has remained steadfast since our first order in 2001.

Clear Capital is an equal opportunity employer.

To all recruitment agencies: Clear Capital does not accept agency resumes. Please do not forward resumes to our jobs alias, Clear Capital employees, or any other company location. Clear Capital is not responsible