Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of more than 30 accounts throughout implementation handoff, renewal, and growth phases.

• Facilitate stakeholder meetings and conduct executive-level Quarterly Business Reviews.

• Foster customer relationships to enhance loyalty, referenceability, and retention.

• Comprehend customer structures, objectives, and integration environments; develop actionable success plans.

• Document all interactions in Salesforce and Planhat, ensuring follow-ups are recorded.

• Take ownership of GRR and NRR outcomes; recognize risks and implement mitigation strategies.

• Track customer health metrics using Planhat.

• Elevate issues to Services, Support, and Product teams and drive resolutions.

• Maintain records related to customer health, risk, action plans, and renewals.

• Identify upsell and cross-sell opportunities, contributing to expansion pipeline goals.

• Position Cleo’s solution offerings by connecting customer objectives to business results.

• Formulate expansion suggestions and collaborate closely with Sales.

• Promote platform adoption and ensure value realization.

• Work alongside the CS Solutions team to address utilization gaps, optimize the platform, and manage product migrations.

• Utilize AI-driven tools for customer analysis, communication, outreach, research, account preparation, drafting, and data analysis.

• Collaborate with Sales, Pre-Sales, Professional Services, Support, and Product teams to provide a seamless customer experience.

• Develop expertise in the assigned industry verticals.

• Contribute to Customer Success organizational initiatives and focus on personal and team development.

• Assist customers in adopting AI-enhanced platform features and translate capabilities into business value.

• Stay updated on Cleo’s AI product roadmap and align forthcoming capabilities with customer needs.

⛳️ Requirements

• 5+ years of experience at an Enterprise Software and/or SaaS company in Customer Success, Sales/Account Management, Professional Services, or a related discipline.

• Proven track record of managing GRR, NRR, or expansion pipeline targets in a quota-bearing or metric-driven Customer Success role.

• Familiarity with Customer Success platforms (Planhat preferred) and CRM systems (Salesforce); adept at maintaining strict data hygiene across both platforms.

• Demonstrated capability to position software solutions and identify expansion opportunities.

• Successful experience collaborating with and influencing cross-functional stakeholders and executive leaders.

• Knowledge of one or more of Cleo’s core industry verticals is a significant advantage.

• Comfort with AI-powered workflows and a readiness to adopt new tools.

• Proven ability to thrive in a dynamic, evolving environment with a focus on continuous improvement.

• Excellent communication and presentation abilities for both business-oriented and technical audiences.

• Willingness to travel 5–10% annually.

🏝️ Benefits

• Bonus potential.

• Comprehensive Healthcare + Dental + Vision coverage.

• Flexible Paid Time Off.

• Supportive culture that promotes Life-Work balance.

• 401k matching.

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Employee Assistance Program.

• Paid Parental Leave.

• Opportunities for accelerated title and salary advancement.

• A fun and energetic work environment.