Customer Success Manager

Job description

ABOUT US Join us in building the leading AI-Powered Mission Control for Corporate Travel. Some of the world's most recognizable companies, representing over $5T in market value, rely on Clarasight's software to reduce risks, save costs, protect revenues, and manage emissions aligned with business objectives and sustainability goals. ABOUT YOU You are passionate about corporate travel, sustainability, and how modern software, especially AI-enabled systems, can drive real-world change. You thrive in ambiguous, high-impact environments where customer problems are not fully defined,complex and speed matters. You are equally comfortable managing executive relationships, advising on strategy, and rolling up your sleeves to build, test, and refine AI-enabled workflows directly with customers. ABOUT THE ROLE - The Customer Success Manager is the general manager of their customer portfolio. The CSM ensures customers adopt AI-enabled Clarasight workflows, realize measurable business value, and can clearly articulate value at the executive level. - This is a high-judgment role focused on enterprise customers with complex organizational structures and multiple stakeholder layers. You will manage a portfolio of customer accounts, acting as a trusted partner to leaders across finance, travel, IT, sustainability, and operations. - The role owns commercial outcomes, including renewals and expansions. KEY RESPONSIBILITIES - Own ongoing customer success for a portfolio of enterprise accounts, from post-implementation through long-term value realization. - Drive sustained adoption and usage across complex, multi-stakeholder organizations. - Ensure customers achieve intended outcomes across cost management, emissions reduction, and operational efficiency. - Act as a trusted advisor to senior leaders across finance, travel, sustainability, procurement, and operations. - Communicate realized value clearly through executive-ready narratives, metrics, and insights. - Partner closely with Solution Architects, Forward-Deployed Engineers, Product, Data, and Sales to ensure continuity, alignment, and impact. - Build credibility from day-to-day operators through executive sponsors. - Drive alignment, momentum, and outcomes without formal authority. - Establish strong operating rhythms (e.g. planning cycles, executive updates) that position Clarasight as a strategic partner who our customers want to grow with. YOU'LL BE A GREAT FIT IF YOU… - Are a senior, customer-facing professional with 8+ years experience in a high touch enterprise customer success or account management role. - Comfortable operating at executive level, with presence and judgment comparable to a strategy consulting engagement lead. - Equally comfortable getting hands-on with data, analysis, and delivery when needed. - Technically fluent, using analytics tools to answer complex business questions. - AI-obsessed, with a bias toward automation, experimentation, and leverage. - Experienced navigating complex enterprise organizations with multiple stakeholders and decision layers. - Thrives in early-stage startup environments, where ambiguity is high, resources are constrained, and ownership matters. NICE TO HAVES - Experience working alongside AI systems and applying human judgment to automated outputs. DIVERSE PERSPECTIVES We know that innovation thrives on teams where diverse points of view come together to solve hard problems in ways that are just now possible. As such, we explicitly seek people that bring diverse life experiences, diverse educational backgrounds, diverse cultures, and diverse work experiences. Please be prepared to share with us how your perspective will bring something unique and valuable to our team.