Customer Success Manager • Senior

Who you are

You have over 5 years of experience working in an Enterprise Software or SaaS company, specifically in Customer Success, Sales/Account Management, or Professional Services. You have a proven track record of collaborating with and influencing cross-functional stakeholders and executives, demonstrating your ability to navigate complex organizational structures. Your communication and presentation skills are excellent, allowing you to effectively engage with both business-oriented and technical audiences. You thrive in fluid environments with limited processes, showcasing your adaptability and problem-solving skills.

What you'll do

In this role, you will uphold Cleo’s Customer Success strategy and processes, ensuring that all customer interactions are accurately recorded and follow-ups are scheduled. You will oversee the customer lifecycle from launch to renewal, ensuring a seamless and optimal customer journey. Managing a customer base of over 30 customers, you will conduct regular one-on-one meetings with key stakeholders and quarterly Executive Business Reviews to foster strong relationships and promote customer loyalty. You will develop a deep understanding of your customers’ organizational structures and link their goals to compelling solutions that Cleo can deliver. Proactively assisting in problem resolution, both internally and externally, will be a key part of your responsibilities. You will maintain accurate records, including detailed documentation of customer service actions and discussions, and escalate issues appropriately to Services, Support, Product, and other relevant teams. Additionally, you will develop compelling recommendations for add-on business with strong close rates, contributing to the overall success of the organization.

What we offer

Cleo offers a dynamic work environment where you can invest in your personal and professional development. You will have the opportunity to contribute to organizational efforts and collaborate with a talented team dedicated to customer success. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives. Join us in making a significant impact on our customers' journeys and driving their success with Cleo's innovative solutions.