Customer Success Manager

About Us

Clarier is an AI governance platform that helps organizations find and manage the AI tools already running inside their business. We connect to existing systems through read-only APIs, surface the tools employees are actually using, and evaluate the risk those tools carry. The platform is agentless: nothing to install, nothing added to the network. Most of our customers are in financial services and other regulated industries, where AI adoption has moved faster than governance has.

We're an early-stage company growing quickly, and this is an opportunity to help shape what comes next. You'll play a central role in keeping and growing our customer relationships while building the Customer Success function as we scale.

About the Role

We're looking for a Customer Success Manager to own a portfolio of customer relationships from onboarding through renewal. You'll be the primary contact for your accounts: getting them to value quickly, tracking how they're doing, and making sure their feedback reaches the people building the product.

You won't write code or build integrations. You will need to talk credibly about a customer's environment: which security and IT tools they run, which of our integrations apply, and what it takes to connect them. You'll also be the person who spots a connection that has stopped reporting before the customer does.

What You'll Do

• Own the relationship for an assigned portfolio of customers, from kickoff through renewal.
• Lead onboarding and kickoff calls, including the technical discovery that determines which integrations apply and what's needed to connect them.
• Run a regular check-in cadence with each account and track engagement over time.
• Watch customer health and raise risk while there's still time to fix it.
• Handle first-line technical triage: check integration and connection status, recognize common misconfigurations, and escalate with enough detail that engineering can pick the issue up directly.
  
• Bring customer feedback and feature requests back to product and engineering, ranked by how many accounts they affect.
• Identify expansion opportunities and work with sales on renewals.
• Contribute to our customer success playbook: onboarding checklists, health-scoring criteria, communication templates, and escalation paths.
• Work with customers to map AI governance workflows and design practical processes for requests, reviews, approvals, and ongoing oversight.
• Keep customer records, notes, and communications accurate and current.
• Work alongside sales, product, and engineering so customers get consistent answers across the team.
• Visit client offices when the account calls for it.

What You'll Need

• Based in the NY/NJ/CT tri-state area, or able to commute reliably, with availability for a weekly in-person meeting in Fairfield County, CT and occasional travel to client offices in the NYC region.
• 3+ years in customer success, account management, or another client-facing role at a B2B SaaS company.
• Experience owning a portfolio of accounts on your own, through onboarding and everything after it.
• Enough technical fluency to discuss a customer's IT and security environment, map their tools to our integrations, troubleshoot the first layer, and recognize the point where engineering should take over.
• Familiarity with ITIL principles and experience mapping workflows and designing business processes across teams.
• Clear writing and speaking, including explaining technical work to people who don't do technical work.
• Organizational skill and the judgment to prioritize when four accounts want something the same week.
• A habit of reading customer health from data and acting on it early.
• Comfort in a small company, with the initiative to design process where it helps your accounts.

Nice to Have

• Familiarity with enterprise security and IT tooling categories, including EDR, SIEM, identity and access management (IAM/SSO), and DNS filtering.
• A working understanding of how API-based integrations work.
• Experience with customers in financial services or other regulated industries.
• Familiarity with security, compliance, GRC, or AI governance.
• Early-stage startup experience, including helping build out a new function.
• Experience with CRM or customer success tooling

Location & Work Arrangement

Primarily remote. The role requires a weekly in-person meeting in Fairfield County, CT, plus occasional travel to client offices in the NYC region. We're prioritizing candidates in the NY/NJ/CT tri-state area.

Compensation

Base Range: $80,000 - $90,000