Customer Success Manager

Cleo (US)

4d • $75,000 - $100,000

About The Position

The Customer Success Manager will uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled. This role oversees the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey. The Customer Success Manager will manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews. The goal is to develop broad and deep customer relationships, promoting strong customer loyalty and highly referenceable customers. This involves understanding our customers’ organizational structure, developing relationships with key business stakeholders, and linking customer goals to compelling solutions. The role also requires proactively assisting in problem resolution, maintaining accurate records, escalating issues appropriately, and developing compelling recommendations for add-on business. The Customer Success Manager will also invest in developing themselves and others, and contribute to organizational efforts as required.

Requirements

• 5+ years working at an Enterprise Software and/or SaaS Company in Customer Success, Sales/Account Management, Professional Services, or a related field.
• Demonstrable success in collaborating with and influencing cross-functional stakeholders and executives.
• Proven ability to work in a fluid environment, with limited processes.
• Excellent communication and presentation skills directed at both business-oriented and technical audiences.

Responsibilities

• Uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled.
• Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey.
• Manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews.
• Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers.
• Understand our customers’ organizational structure and develop relationships with key business stakeholders.
• Understand our customers’ business and link customer goals to compelling solutions to be delivered.
• Proactively assist in problem resolution, both internally and externally.
• Maintain accurate records, including detailed documentation of customer service actions and discussions.
• Escalate issues appropriately to Services, Support, Product, etc.
• Develop compelling recommendations with strong close rates for add-on business.
• Invest in developing both yourself and others, and contribute to organizational efforts as required.

Benefits

• Compensation: $75,000 - $100,000 + Bonus potential
• Great Healthcare + Dental + Vision
• Flexible PTO
• Culture of support, encouraging Life-Work balance
• 401k match
• FSA and HSA options
• Employee Assistance Program
• Paid Parental Leave
• Accelerated title and salary growth potential
• A fun and energetic work environment that makes you excited to go to work every day

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed