Customer Success Manager - EMEA at Clarasight

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 $4T 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, data is imperfect, and speed matters. You are equally comfortable managing executives, advising on strategy, and rolling up your sleeves to build, test, and refine technical workflows directly with customers. ABOUT THE ROLE - The Customer Success Manager is the post-implementation owner of customer outcomes at Clarasight, responsible for ensuring customers adopt the platform, realize measurable business value, and clearly understand that value at the executive level over time. - This is a high-judgment role focused on enterprise customers with complex organizational structures and multiple stakeholder layers. You will manage up to 15 enterprise accounts, acting as a trusted partner to leaders across travel, finance, IT, sustainability, and operations. - The role does not own renewals or expansions commercially, but it is the single most important leading indicator of retention, expansion, and long-term customer confidence. KEY RESPONSIBILITIES Own Customer Outcomes - 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 emissions reduction, cost management, and operational efficiency. - Act as a trusted advisor to senior leaders across travel, finance, sustainability, and operations. - Communicate realized value clearly through executive-ready narratives, metrics, and insights. - Partner closely with Solution Architects, Product, Data, and Sales to ensure continuity, alignment, and impact. Operate in the Enterprise - Navigate complex enterprise organizations with multiple levels, functions, and decision-makers. - 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. Drive Value Realization, Analytics & AI - Partner with customers to define and prototype how business value is measured, tracked, and acted on within Clarasight. - Build and iterate on customer-specific analyses, dashboards, and planning views using real customer data. - Use SQL and analytics tools to explore data, validate assumptions, and answer executive-level questions. - Leverage AI to accelerate analysis, generate insights, and test new ways of surfacing value. - Translate analytical outputs into clear, executive-ready narratives, and feed successful patterns back into product and solution teams. YOU'LL BE A GREAT FIT IF YOU… - Are a senior, customer-facing professional with experience in enterprise customer success, consulting, analytics, or professional services. - Are comfortable operating at the executive level, with presence and judgment comparable to a strategy consulting engagement lead. - Are equally comfortable getting hands-on with data, analysis, and delivery when needed. - Are technically fluent, with experience using SQL and analytics tools to answer complex business questions. - Are experienced navigating complex enterprise organizations with multiple stakeholders and decision layers. - Thrive in early-stage startup environments, where ambiguity is high, resources are constrained, and ownership matters. NICE TO HAVES - AI-fluent, with a bias toward automation, experimentation, and leverage. - Experience working alongside AI systems and applying human judgment to automated outputs. - Prior exposure to corporate travel, sustainability, finance, or operations domains. 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.