Cleo
Customer Success Manager
Remote role where the employee must remain based in a particular country.
United States only
Employer listed it 5 weeks ago · Added 5 days ago
Been open since 5 weeks ago, still being checked, but it has been live a while.
Salary
$75,000 to $100,000
Location
United States only
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Customer Support
Stated by the employer in the job description
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Remote - US, Remote - USA"
What Nomaders makes of it
- Residency required in United States
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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
Requirements
- ·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
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Cleo, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 5d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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