Customer Success Manager

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