Customer Success Manager- Medium Touch - Req # 200
United States /
Customer Success - Customer Success /
Cleo is a cloud integration software company focused on business outcomes. Every day we ensure that each one of our 8,000+ customer's potential is realized by delivering solutions that make it easy to create value through the integration of their internal and external systems and ecosystem partners. By providing the industry's most complete and flexible integration offerings, we are helping our client's build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow.
Simply put, Cleo ... never stops
Cleo is looking for a Customer Success Manager that will work directly with existing customers and the CSM team to ensure a smooth onboarding, implementation and renewal process, and position opportunities for additional CIC cross-sell/upsell in conjunction with responsible Account Managers. Reporting directly to the Director of Customer Success, this intelligent, empathetic, and high energy individual will hold responsibility within the CSM team who serve as the primary customer facing resource for all new and existing customers. Superb ability to interface with Sales, Services, Support, Product, and Executive Team is required. This position can be based out of any one of our offices in the US or work remotely from anywhere in the US - it is all about finding the right fit!
Our ideal candidate is someone coming from a Sales/Account Management background and looking to move into Customer Success as the next step in their career.
What you will be doing
Uphold Cleo's customer success strategy and processes
Work with methodologies and best practices we adopt
Oversee customer lifecycle processes/touch points and take client's on an optimal customer journey
Drive the customer escalation process
Add true value for customers
Develop ways for customer success to deeply understand our customers' objectives
Own day-to-day interactions between Cleo and a subset of customers through the entire customer lifecycle: Land, Onboard, Adopt, Grow, Renew
Establish rapport and develop relationships with customers
Manage relationship with 20-30 customers, proactively touch base at least 1x/quarter, along with consistent low-touch interactions
Design and conduct Quarterly Business Reviews with select customers
Interface with Sales by searching for and identifying cross-sell/upsell opportunities, without appearing sales-oriented with customers
Own all customer issues - identify the correct person or resource to fix the issue; proactively research alternatives when the appropriate resource is unavailable
Escalate issues appropriately to Services, Support, Product, etc.
Timeline and process-driven while managing multiple customers, tasks, and projects.
Acknowledge all customer concerns within 1 hour of receipt
Keep accurate records, including documented customer service actions and discussions.
Ensure that 100% of interactions/sales are accurately recorded and follow ups scheduled
Strong written and verbal communications ability
2+ years working in Sales, Account Management or relevant field
Experience successfully collaborating with and influencing cross-functional stakeholders and executives
Proven ability to work in an environment with limited processes
Deep knowledge of tools and best practices in customer success
Experience with Open Source solutions
Experience working in a company selling applications, middleware, database, data warehouse, data integration technology or big/fast data technologies
Excellent communication and presentation skills directed at both business oriented and technical audiences
Experience working at an Enterprise Software and/or SaaS company in a customer success function
Experience with annual subscription offerings
Competitive base salary
Great Healthcare + Dental + Vision
401k with company match
Opportunity to work on large, high impact projects
Ongoing training and development
Equal Opportunity Employer: Disability/Veteran