Customer Success Manager

• Strengthen Clara’s revenue engine by driving operational rigor, automation, and strategy across Customer Success
• Partner closely with CS leaders, Product, and Data to build scalable programs that unlock growth and improve portfolio performance
• Define segmentation, support, and growth approaches for customer relationships at scale
• Automate and execute the customer success strategy to identify revenue opportunities and improve impact
• Design and launch AI-driven campaigns for CSAs and targeted campaigns for CSMs in collaboration with Customer Lifecycle, Product, and Data teams
• Track campaign performance and implement improvements to drive conversion and retention
• Manage portfolio allocation in HubSpot, defining criteria for account assignment and performance goals
• Monitor portfolio health and identify at-risk accounts or those with upgrade potential
• Ensure quality and availability of data sets to track CSM/CSA performance, campaign outcomes, and account health
• Manage quarterly goal-setting and variable compensation processes for CSMs and CSAs
• Define and evolve performance management frameworks with CSM leadership
• Represent CSM needs in strategic initiatives, such as lifecycle communication strategies and product feedback loops

Sales Operations – Customer Success Excellence, Especialista de Operaciones de Ventas – Excelencia en Customer Success

Customer Success Manager

Customer Success Analyst