Customer Success Manager- Medium Touch - Req # 200

Customer Success Manager- Medium Touch - Req # 200

United States /

Customer Success - Customer Success /

Full-time

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

The Position

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

Requirements

• 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

Benefits

• 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