Customer Success Manager

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.