Customer Success Manager

Cleo (US)

3d•$75,000 - $100,000•Hybrid

About The Position

The Customer Success Manager will manage a portfolio of 30+ accounts, guiding them through the entire customer lifecycle from implementation to renewal and expansion. This role involves building strong customer relationships, understanding their business goals, and ensuring they derive maximum value from Cleo’s platform. The Customer Success Manager will be responsible for achieving Gross Retention (GRR) and Net Retention (NRR) targets, proactively identifying risks, and driving adoption of Cleo’s solutions, including AI-powered features. Collaboration with internal teams such as Sales, Support, and Product is crucial to deliver a seamless customer experience and represent the voice of the customer. The role also requires developing vertical fluency in assigned industry segments and contributing to CS organizational initiatives.

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 managing GRR, NRR, or expansion pipeline targets in a quota-bearing or metric-accountable CS role
Experience with CS platforms (Planhat preferred) and CRM tools (Salesforce); comfort maintaining rigorous data hygiene across both
Proven ability to position software solutions and develop expansion opportunities, not just manage relationships
Demonstrated success collaborating with and influencing cross-functional stakeholders and executives
Familiarity with AI-powered workflows and a willingness to adopt emerging tools to improve productivity and customer outcomes
Proven ability to work in a fluid, evolving environment with a continuous-improvement mindset
Excellent communication and presentation skills directed at both business-oriented and technical audiences
Ability to travel 5–10% on an annual basis for internal and external expectations

Nice To Haves

Industry fluency in one or more of Cleo’s core verticals — Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology — is a strong plus

Responsibilities

Manage a portfolio of 30+ accounts across the full customer lifecycle, from implementation handoff through renewal and expansion
Conduct regular meetings with key customer stakeholders and deliver executive-level Quarterly Business Reviews (QBRs) that connect Cleo’s platform capabilities to the customer’s business outcomes
Build broad and deep customer relationships that promote strong loyalty, referenceability, and long-term retention
Understand each customer’s organizational structure, business goals, and integration environment, and translate that understanding into actionable success plans
Uphold Cleo’s CS strategy and processes, ensuring 100% of interactions are accurately recorded in Salesforce and Planhat with appropriate follow-ups scheduled
Own GRR and NRR outcomes for your book of business, proactively identifying risk signals and executing mitigation strategies to protect and grow ARR
Monitor and act on customer health indicators, including utilization scores, CSM scores, support activity, and engagement cadence in Planhat
Escalate issues appropriately to Services, Support, and Product, and drive resolution on behalf of the customer with urgency and accountability
Maintain accurate, up-to-date records of customer health, risks, action plans, and renewal status
Proactively identify and develop upsell and cross-sell opportunities within your book of business, contributing to the CS org’s expansion pipeline targets
Position Cleo’s solution portfolio — including Charge Back Prevention, Direct Procurement Orchestration, TM&M, etc. — by linking customer goals to compelling business outcomes
Develop well-reasoned expansion recommendations with strong close rates, collaborating with Sales as needed to advance opportunities
Drive adoption through value realization, ensuring customers are actively utilizing the Cleo platform in ways that support their business objectives
Collaborate with Cleo’s CS Solutions team to address utilization gaps, optimize platform usage, and support customers through product migrations or transitions (e.g., legacy-to-cloud CIC migrations)
Leverage AI-powered tools and workflows to enhance customer analysis, communication efficiency, and proactive outreach across your portfolio
Partner closely with Sales, Pre-Sales, Professional Services, Support, and Product to deliver a seamless customer experience and represent the voice of the customer internally
Develop vertical fluency in your assigned industry segment(s) — such as Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology — to deepen customer relationships and add industry-relevant value
Invest in developing both self and others, and contribute to CS organizational initiatives as required
Leverage AI tools and agents in your day-to-day work to accelerate research, account preparation, communication drafting, and data analysis
Serve as a knowledgeable resource for customers adopting AI-powered features within the Cleo platform — translate capability into business value for both technical and executive audiences
Stay current on Cleo's AI product roadmap so you can proactively connect upcoming capabilities to customer needs before they have to ask

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