Customer Success Manager
What You Will Be Doing
- 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
Your Qualifications
- 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
- Industry fluency in one or more