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Customer Service 2h ago
Customer Success Manager
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Job Description
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What You Will Be Doing
- Manage a portfolio of 30+ accounts across the full customer lifecycle, from implementation handoff through renewal and expansion
- Conduct regular meetings with key customer stakeholders and deliver executive-level Quarterly Business Reviews (QBRs) that connect Cleo’s platform capabilities to the customer’s business outcomes
- Build broad and deep customer relationships that promote strong loyalty, referenceability, and long-term retention
- Understand each customer’s organizational structure, business goals, and integration environment, and translate that understanding into actionable success plans
- Uphold Cleo’s CS strategy and processes, ensuring 100% of interactions are accurately recorded in Salesforce and Planhat with appropriate follow-ups scheduled
- Own GRR and NRR outcomes for your book of business, proactively identifying risk signals and executing mitigation strategies to protect and grow ARR
- Monitor and act on customer health indicators, including utilization scores, CSM scores, support activity, and engagement cadence in Planhat
- Escalate issues appropriately to Services, Support, and Product, and drive resolution on behalf of the customer with urgency and accountability
- Maintain accurate, up-to-date records of customer health, risks, action plans, and renewal status
- Proactively identify and develop upsell and cross-sell opportunities within your book of business, contributing to the CS org’s expansion pipeline targets
- Position Cleo’s solution portfolio — including Charge Back Prevention, Direct Procurement Orchestration, TM&M, etc. — by linking customer goals to compelling business outcomes
- Develop well-reasoned expansion recommendations with strong close rates, collaborating with Sales as needed to advance opportunities
- Drive adoption through value realization, ensuring customers are actively utilizing the Cleo platform in ways that support their business objectives
- Collaborate with Cleo’s CS Solutions team to address utilization gaps, optimize platform usage, and support customers through product migrations or transitions (e.g., legacy-to-cloud CIC migrations)
- Leverage AI-powered tools and workflows to enhance customer analysis, communication efficiency, and proactive outreach across your portfolio
- Partner closely with Sales, Pre-Sales, Professional Services, Support, and Product to deliver a seamless customer experience and represent the voice of the customer internally
- Develop vertical fluency in your assigned industry segment(s) — such as Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology — to deepen customer relationships and add industry-relevant value
- Invest in developing both self and others, and contribute to CS organizational initiatives as required
- Leverage AI tools and agents in your day-to-day work to accelerate research, account preparation, communication drafting, and data analysis
- Serve as a knowledgeable resource for customers adopting AI-powered features within the Cleo platform — translate capability into business value for both technical and executive audiences
- Stay current on Cleo's AI product roadmap so you can proactively connect upcoming capabilities to customer needs before they have to ask
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 managing GRR, NRR, or expansion pipeline targets in a quota-bearing or metric-accountable CS role
- Experience with CS platforms (Planhat preferred) and CRM tools (Salesforce); comfort maintaining rigorous data hygiene across both
- Proven ability to position software solutions and develop expansion opportunities, not just manage relationships
- Demonstrated success collaborating with and influencing cross-functional stakeholders and executives
- Industry fluency in one or more of Cleo’s core verticals — Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology — is a strong plus
- Familiarity with AI-powered workflows and a willingness to adopt emerging tools to improve productivity and customer outcomes
- Proven ability to work in a fluid, evolving environment with a continuous-improvement mindset
- Excellent communication and presentation skills directed at both business-oriented and technical audiences
- Ability to travel 5–10% on an annual basis for internal and external expectations
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Cleo is a leading ecosystem integration software company that helps organizations connect with their partners, suppliers, and customers. Their flagship platform, 'Cleo Integration Cloud' (CIC), allows businesses to automate revenue-critical processes by combining B2B integration, EDI (Electronic Data Interchange), and API capabilities into a single view. Unlike traditional integration tools, Cleo focuses on 'outside-in' integration, giving companies end-to-end visibility into their supply chains. This empowers manufacturers, logistics providers, and retailers to onboard partners faster, resolve errors instantly, and ensure goods and data flow smoothly across their business ecosystem.
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