Customer Success Manager

About The Company Cleo Communications, LLC is a leading provider of innovative cloud-based integration solutions designed to streamline business processes and enhance operational efficiency. Serving over 4,000 clients across various industries, Cleo has established a reputation for delivering reliable, scalable, and user-friendly integration platforms. With a commitment to customer success and continuous improvement, the company maintains a 99% customer retention rate, reflecting its dedication to building long-term relationships and delivering exceptional value. Cleo’s culture fosters innovation, collaboration, and professional growth, making it an ideal environment for talented individuals seeking to make a meaningful impact in the technology space.

About The Role The Customer Success Manager at Cleo plays a vital role in ensuring our clients achieve their desired outcomes through effective utilization of our solutions. This role involves managing a portfolio of over 30 enterprise clients, guiding them through the entire customer lifecycle from onboarding to renewal. The CSM will develop and nurture strong relationships with key stakeholders, understand their organizational structure and business objectives, and proactively identify opportunities for value addition. The role requires excellent communication skills to articulate technical solutions to both business and technical audiences, as well as the ability to influence and collaborate across various departments within the company. The ideal candidate will be committed to delivering exceptional customer experiences, resolving issues efficiently, and contributing to the organization’s growth through strategic upselling and advocacy.

Qualifications

• 5+ years of experience in Customer Success, Sales/Account Management, Professional Services, or related fields within an Enterprise Software and/or SaaS environment
• Proven success in collaborating with and influencing cross-functional stakeholders and executive leadership
• Ability to thrive in a dynamic, fast-paced environment with limited formal processes
• Excellent verbal and written communication skills tailored to both technical and non-technical audiences
• Strong interpersonal skills with a focus on building long-term relationships
• Experience in developing strategic account plans and delivering compelling presentations
• Demonstrated problem-solving skills and proactive approach to issue resolution
• Knowledge of integration platforms and enterprise software solutions is preferred

Responsibilities

• Uphold Cleo’s Customer Success strategy and processes, ensuring all interactions are accurately documented and follow-ups are scheduled
• Oversee the customer lifecycle, from initial launch through renewal, to guarantee a seamless and valuable customer journey
• Manage a portfolio of over 30 customers, conducting regular 1-on-1 meetings with key stakeholders and quarterly Executive Business Reviews
• Develop and maintain broad and deep relationships with clients to foster loyalty and generate referenceable customers
• Understand clients’ organizational structures and business goals, linking them to tailored solutions
• Proactively assist in resolving internal and external issues, escalating as necessary to support teams
• Maintain detailed records of customer interactions, actions, and discussions for accountability and continuous improvement
• Identify opportunities for upselling and cross-selling, developing compelling proposals with high close rates
• Collaborate with internal teams such as Services, Support, and Product to ensure customer needs are met effectively
• Invest in personal development and contribute to organizational initiatives to enhance team performance

Benefits

• Competitive salary range of $75,000 – $100,000 plus bonus potential
• Comprehensive healthcare package including dental and vision coverage
• Flexible paid time off to support work-life balance
• 401(k) plan with company match
• FSA and HSA options for healthcare savings
• Employee Assistance Program for personal and professional support
• Paid parental leave to support family growth
• Opportunity for accelerated career advancement and salary growth
• Engaging and energetic work environment that encourages innovation and collaboration
• Opportunity to work with a diverse and expanding client base, representing a company with a high retention rate

Equal Opportunity

Cleo Communications, LLC is an equal opportunity and affirmative action employer. We are committed to creating a diverse environment and are proud to consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We believe in fostering an inclusive workplace where everyone can thrive and contribute to our collective success.