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Customer Success Manager
Cleo • Remote • Posted 22 days ago
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Remote • Full-time • Senior Level
Job Highlights
Using AI ⚡ to summarize the original job post
As a Customer Success Manager at Cleo, you will be responsible for upholding the company's Customer Success strategy and processes, managing a customer base of 30+ customers, and ensuring an optimal customer journey from launch to renewal. This role involves developing strong customer relationships, understanding and linking customer goals to solutions, proactive problem resolution, and contributing to organizational efforts. The position requires a minimum of 5 years of experience in a similar role within an Enterprise Software or SaaS company.
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
Qualifications
Required
- 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
About Cleo
Cleo is a leading company in the supply chain integration industry, offering a comprehensive solution to streamline operations. They provide products and services to automate API, EDI, and non-EDI transactions, facilitating faster partner onboarding and seamless integration across platforms. Cleo's platform enables end-to-end visibility, eliminating manual processes and supporting direct integration with ERP and TMS systems, while also offering self-service integration capabilities, managed services, training, and a solution center for customer support.
Full Job Description
**Customer Success Manager**
Remote
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.
**What You Will Be Doing**
+ 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
**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:**
+ 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
+ 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
_Cleo Communications, 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._
Remote
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.
**What You Will Be Doing**
+ 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
**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:**
+ 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
+ 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
_Cleo Communications, 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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