Apply on Employer Site

Cleo · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

$75K/yr - $100K/yr

5+ years exp

Cleo is a company focused on customer success, and they are seeking a Customer Success Manager to uphold their Customer Success strategy and oversee the customer lifecycle. The role involves managing a customer base, developing relationships, problem resolution, and contributing to organizational efforts.

File SharingSoftware

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

Qualification

Customer Success ManagementEnterprise Software ExperienceSaaS ExperienceCross-functional CollaborationCommunicationProblem ResolutionPresentation Skills

Required

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