Customer Success Manager

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.

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

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 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