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 of Cleo’s core verticals — Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology — is a strong plus

Familiarity with AI-powered workflows and a willingness to adopt emerging tools to improve productivity and customer outcomes

Proven ability to work in a fluid, evolving environment with a continuous-improvement mindset

Excellent communication and presentation skills directed at both business-oriented and technical audiences

Ability to travel 5–10% on an annual basis for internal and external expectations

A few things we have to offer:

Compensation: $75,000 - $100,000 + Bonus potential

Great Healthcare + Dental + Vision

Flexible PTO

Culture of support, encouraging Life-Work balance

401k match

FSA and HSA options

Employee Assistance Program

Paid Parental Leave

Representing a company with 4,000+ clients and a 99% retention rate

Accelerated title and salary growth potential

A fun and energetic work environment that makes you excited to go to work every day

We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at [email protected].

Cleo 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.