Customer Success ManagerID-12114
About the position
Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry's most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years.
As a Customer Success Manager, you will uphold Cleo's Customer Success strategy and processes ensuring that 100% of interactions are accurately recorded and follow-ups scheduled. You will oversee the customer lifecycle, from launch to renewal, to ensure an optimal customer journey. This role involves managing a customer base of 30+ customers, including regular one-on-ones with key stakeholders and quarterly Executive Business Reviews. You will develop broad and deep customer relationships, promoting strong customer loyalty and highly referenceable customers. Understanding our customer's organizational structure and developing relationships with key business stakeholders is crucial.
You will also need to understand our customer's business and link customer goals to compelling solutions to be delivered. Proactively assisting in problem resolution, both internally and externally, is a key part of this role. Keeping accurate records, including documented customer service actions and discussions, is essential. You will escalate issues appropriately to Services, Support, Product, etc., and develop compelling recommendations, with strong close rates for add-on business. Additionally, investing in developing both yourself and others, as well as contributing to organizational efforts, is required.
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Responsibilities
- Uphold Cleo's Customer Success strategy and processes ensuring that 100% of interactions are accurately recorded and follow-ups scheduled
- Oversee the customer lifecycle, from launch to renewal, to ensure an 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 customer's organizational structure and develop relationships with key business stakeholders
- Understand our customer's business and link customer goals to compelling solutions to be delivered
- Proactively assist in problem resolution, both internally and externally
- Keep accurate records, including documented 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 self and others, as well as 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
Benefits
- Competitive compensation
- 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
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day.
