Customer Success Manager

1 hour, 37 minutes ago
Full-time
Senior
Customer and Technical Support
Cleo

Cleo

Cleo is a global software company that simplifies supply chain connectivity and integration, offering solutions for managed file transfer, network fax, and interactive messaging activities.

Internet Software & Services
251-1K
Founded 1976
$4M raised

Description

  • Manage a portfolio of 30+ accounts from implementation handoff through renewal and expansion.
  • Run regular stakeholder meetings and executive-level Quarterly Business Reviews.
  • Build strong customer relationships that support loyalty, referenceability, and retention.
  • Develop actionable success plans based on each customer’s goals, organization, and integration environment.
  • Maintain accurate customer records and follow-ups in Salesforce and Planhat.
  • Own GRR and NRR outcomes by identifying risk and executing mitigation strategies.
  • Monitor customer health indicators and drive issue resolution with Services, Support, and Product.
  • Identify, develop, and progress upsell and cross-sell opportunities.
  • Partner with Sales, Pre-Sales, Professional Services, Support, Product, and CS Solutions to deliver a seamless customer experience.
  • Support adoption, value realization, platform optimization, and customer migrations or transitions.

Requirements

  • 5+ years of experience at an enterprise software and/or SaaS company in Customer Success, Sales/Account Management, Professional Services, or a related field.
  • Demonstrated success managing GRR, NRR, or expansion pipeline targets in a quota-bearing or metric-accountable CS role.
  • Experience with CS platforms, preferably Planhat, and CRM tools such as Salesforce.
  • Proven ability to position software solutions and develop expansion opportunities.
  • Experience collaborating with and influencing cross-functional stakeholders and executives.
  • Industry fluency in one or more of Cleo’s core verticals, such as Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology, is a strong plus.
  • Familiarity with AI-powered workflows and willingness to adopt emerging tools.
  • Ability to work in a fluid, evolving environment with a continuous-improvement mindset.
  • Excellent communication and presentation skills for both business-oriented and technical audiences.
  • Ability to travel 5–10% annually.

Benefits

  • $75,000–$100,000 base compensation plus bonus potential.
  • Great healthcare, dental, and vision coverage.
  • Flexible PTO.
  • 401(k) match.
  • FSA and HSA options.
  • Employee Assistance Program.
  • Paid parental leave.
  • Life-work balance and a supportive culture.
  • Accelerated title and salary growth potential.

Interested in this position?

Apply directly on the company website

Apply Now

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