Job Description

Customer Success Manager

Remote - US

What You Will Be Doing

• 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.

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 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

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 hr@cleo.com.

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.

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