Customer Success Manager

Customer Success ManagerRemote - USWhat You Will Be DoingManage a portfolio of 30+ accounts across the full customer lifecycle, from implementation handoff through renewal and expansionConduct 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 outcomesBuild broad and deep customer relationships that promote strong loyalty, referenceability, and long-term retentionUnderstand each customer's organizational structure, business goals, and integration environment, and translate that understanding into actionable success plansUphold Cleo's CS strategy and processes, ensuring 100% of interactions are accurately recorded in Salesforce and Planhat with appropriate follow-ups scheduledOwn GRR and NRR outcomes for your book of business, proactively identifying risk signals and executing mitigation strategies to protect and grow ARRMonitor and act on customer health indicators, including utilization scores, CSM scores, support activity, and engagement cadence in PlanhatEscalate issues appropriately to Services, Support, and Product, and drive resolution on behalf of the customer with urgency and accountabilityMaintain accurate, up-to-date records of customer health, risks, action plans, and renewal statusProactively identify and develop upsell and cross-sell opportunities within your book of business, contributing to the CS org's expansion pipeline targetsPosition Cleo's solution portfolio — including Charge Back Prevention, Direct Procurement Orchestration, TM&M, etc. — by linking customer goals to compelling business outcomesDevelop well-reasoned expansion recommendations with strong close rates, collaborating with Sales as needed to advance opportunitiesDrive adoption through value realization, ensuring customers are actively utilizing the Cleo platform in ways that support their business objectivesCollaborate 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 portfolioPartner closely with Sales, Pre-Sales, Professional Services, Support, and Product to deliver a seamless customer experience and represent the voice of the customer internallyDevelop 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 valueInvest in developing both self and others, and contribute to CS organizational initiatives as requiredLeverage AI tools and agents in your day-to-day work to accelerate research, account preparation, communication drafting, and data analysisServe as a knowledgeable resource for customers adopting AI-powered features within the Cleo platform — translate capability into business value for both technical and executive audiencesStay current on Cleo's AI product roadmap so you can proactively connect upcoming capabilities to customer needs before they have to askYour Qualifications5+ years working at an Enterprise Software and/or SaaS company in Customer Success, Sales/Account Management, Professional Services, or a related fieldDemonstrable success managing GRR, NRR, or expansion pipeline targets in a quota-bearing or metric-accountable CS roleExperience with CS platforms (Planhat preferred) and CRM tools (Salesforce); comfort maintaining rigorous data hygiene across bothProven ability to position software solutions and develop expansion opportunities, not just manage relationshipsDemonstrated success collaborating with and influencing cross-functional stakeholders and executivesIndustry fluency in one or more of Cleo's core verticals — Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology — is a strong plusFamiliarity with AI-powered workflows and a willingness to adopt emerging tools to improve productivity and customer outcomesProven ability to work in a fluid, evolving environment with a continuous-improvement mindsetExcellent communication and presentation skills directed at both business-oriented and technical audiencesAbility to travel 5–10% on an annual basis for internal and external expectationsA Few Things We Have To OfferCompensation: $75,000 - $100,000 + Bonus potentialGreat Healthcare + Dental + VisionFlexible PTOCulture of support, encouraging Life-Work balance401k matchFSA and HSA optionsEmployee Assistance ProgramPaid Parental LeaveRepresenting a company with 4,000+ clients and a 99% retention rateAccelerated title and salary growth potentialA fun and energetic work environment that makes you excited to go to work every dayCleo Communications US, LLC is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.