About the role
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.
What you’ll do
- Own 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 background
- Experienced in B2B SaaS customer success.
- Skilled at onboarding, adoption strategy, and relationship management
- Able 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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