Customer Success Manager

Job description

Customer Success Manager Who We Are At the birth of digital, Claravine noticed a persistent problem with data integrity. This discovery led to a unique category solution that continues to redefine how top brands and agencies manage the digital experience. We take the drama out of data by standardizing data at the source, giving people, teams and technology a shared understanding of their data. What We Do Claravine is The Data Standards Company. We help brands and agencies deliver on the promise of modern marketing by standardizing taxonomies, naming conventions, and metadata across all digital experiences at the source of data creation. That’s why a quarter of the Fortune 100 use our platform, The Data Standards Cloud, to define, apply and connect standards across their ecosystem for faster decisions, greater agility, and increased ROI. We Are Hiring As a Customer Success Manager (CSM), you ensure customers realise measurable value from The Data Standards Cloud and uncover new opportunities for growth. You’ll guide customers from onboarding through full adoption, aligning our platform to their business goals, expanding use cases and driving long-term partnership value. Your ability to translate complex concepts into clear business outcomes will help customers mature their data standards practice and unlock new efficiencies across their digital ecosystem. This is a relationship-driven, customer-facing role that requires a mix of strategic thinking and hands-on execution. You’ll collaborate across internal teams—Product, Sales, and Support—to deliver a seamless and successful customer experience. What You’ll Do Customer Relationships Serve as the primary point of contact and trusted advisor, ensuring customers achieve meaningful, measurable outcomes tied to their strategic goals. Understand customer goals, use cases, and success criteria to ensure alignment and measurable outcomes. Represent the voice of the customer internally, advocating for their needs and priorities. Identify expansion opportunities by understanding customer roadmaps, uncovering unmet needs and aligning Claravine capabilities to future initiatives. Onboarding & Adoption Drive adoption of The Claravine Data Standards Cloud, guiding customers to ensure they achieve their desired business outcomes. Design onboarding plans that accelerate time-to-value and establish a clear path toward deeper adoption Risk & Health Management Use data-driven health indicators to anticipate risks early and intervene with clear action plans. Surface insights that help customers optimise their data standards practice and unlock additional value Cross-Functional Collaboration Collaborate internally with Sales, Implementation, Support, Product, and Marketing to ensure seamless delivery and advocate for customer needs Share customer feedback and insights to help shape future product development and go-to-market strategy. Value Realization & Growth Drive ongoing value realisation by mapping Claravine capabilities to the customer business objectives. Facilitate strategic business reviews that highlight impact, identify new opportunities and align on future initiatives. Partner with Sales to scope and support expansion opportunities that deepen customer adoption and increase ROI. Develop success plans that evolve over time as customer maturity and use cases grow. Qualifications REQUIRED: 5+ yrs experience in customer success, consulting, information sciences, DAM, with accountability for customer expansion and renewals with large enterprise customers Experience in the martech/adtech industry (ex: Ad targeting and bidding, content generation, analytics, sentiment analysis, attribution modeling, etc.) or experience in Adobe Analytics, Google Analytics and understanding of digital marketing processes and ecosystem Experience with owning and guiding the full client experience from onboarding to renewal. Comfortable communicating, training, and presenting complex enterprise solutions to executive stakeholders at large enterprise customers Self-motivated, strong organizational and time management skills Problem solver looking for solutions to support customers Excellent verbal and written communication skills Bonus: Familiarity with APIs, data integrations, and basic SQL querying sufficient to troubleshoot basic issues and collaborate with technical stakeholders. Bonus: Familiarity with data transfer methods such as SSO, SFTP, API T his role requires up to 25% travel. What We Offer Compensation Annual base salary is anticipated to be between $95,000.00 and $115,000.00 per year. Eligible employees may also receive incentive, commission, equity, and/or annual bonus pay based on individual and company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions and demands. Benefits & Perks Comprehensive medical, dental, and vision coverage Claravine pays 80% of the premium cost across all enrollment tiers (individual, family, etc.) Access to additional services including Kindbody (gynecology & family building care), TalkSpace (online mental health therapy), Teladoc, and One Medical. 401k with company match up to 3.5% Flexible Time Off (With Manager Approval) 9 paid company holidays in the US, plus the week between 12/24-1/1 Generous parental leave paid at 100% 8 weeks gender-neutral parental leave + 8 weeks for employees delivering a child (16 weeks total) Monthly technology stipend to support remote work costs (e.g., internet) One-time New Employee Stipend to set up your remote workspace Equal Opportunity Statement Claravine, Inc is committed to the principles of equal employment. It is our intent to build and maintain a work environment that is free of harassment, discrimination, or retaliation based on an individual’s race, color, religion, religious creed, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, marital status, sex, gender, sexual orientation, veteran and/or military status, protected medical leaves, domestic violence victim status, political affiliation, or any other status protected by federal, state, or local laws. We Encourage You to Apply We know that some candidates, especially those from historically underrepresented groups, may hesitate to apply unless they feel they meet 100% of the requirements. If you’re excited about this role and believe you could be a great fit, we encourage you to apply. Your unique experiences and perspective could be exactly what we need.