Customer Success Manager

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.