Customer Success Manager
Claravine
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 play a pivotal role in ensuring our customers achieve lasting value from our platform. You’ll own the post-sale relationship, working closely with customers to understand their goals, guide them through onboarding and adoption, and ultimately drive retention and growth. Your understanding of marketing applications and analytics platforms and the ability to translate technical concepts for a non-technical audience will enable you to build trust, drive adoption, and deliver measurable business impact across a range of customer stakeholders.
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 for a portfolio of customers, fostering strong and trusted relationships.
- 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.
- Ability to identify and solve complex customer issues.
- Ability to manage multiple customer projects simultaneously.
Technical Acumen
- Provide guidance and direction to customers on technical integrations, tying data workflows to business requirements.
- Scope and gather technical requirements from customers and collaborate with the Product Team to determine feasibility and prioritization.
- Collaborate on technical roadmaps tied to business outcomes.
- Serve as the first point of contact to troubleshoot platform and integration issues, and collaborating with Customer Support and/or Engineering to find solutions.
Onboarding & Adoption
- Helping customers adopt the Claravine Data Standards Cloud, guiding them through best practices, and ensuring they achieve their desired business outcomes.
- Lead new customer onboarding, setting clear expectations and success plans.
- Guide customers through implementation and product education to drive engagement and adoption.
- Ensure continued value by proactively checking in and aligning over time.
Risk & Health Management
- Monitor customer health signals and proactively identify risks to engagement or retention.
- Create and execute mitigation plans in collaboration with internal stakeholders.
- Surface trends and insights to help evolve the customer experience.
Strategic Alignment & Business Impact
- Collaborating with customers to create and execute customer success plans, aligning with their specific goals.
- Facilitate strategic conversations to align customer goals with our product roadmap and evolving capabilities.
- Own the renewal process and identify expansion opportunities aligned to customer outcomes
- Track and communicate key metrics that demonstrate ROI and business value to customers.
Cross-Functional Collaboration
- Working closely with Sales, Support, Product Management, and other internal teams to ensure customer needs are met.
- Share customer feedback and insights to help shape future product development and go-to-market strategy.
Qualifications
- REQUIRED: 5+ yrs experience in customer success, consulting, information sciences, DAM, with accountability for customer expansion and renewals with large enterprise customers
- Experience using AI to support various business applications (ex: Ad targeting and bidding, AI-generated content, video and image generation, Agents, predictive analytics, sentiment analysis, attribution modeling, etc.)
- Experience with owning and guiding the full client experience from onboarding to renewal.
- Familiarity with APIs, data integrations, and basic SQL querying sufficient to troubleshoot basic issues and collaborate with technical stakeholders.
- Familiarity with data transfer methods such as SSO, SFTP, API
- Experience in Adobe Analytics, Google Analytics and understanding of digital marketing processes and ecosystem desired
- 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
This 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.