Cleo
CustomerSuccessManager
“Customer Success Manager at Cleo. Skills: Customer Success strategy, Customer lifecycle management, Customer relationship development, Problem resolution, Communication. Uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled.. Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey.”
What You'll Achieve.
Ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled.; Ensure a seamless and optimal customer journey.; Promoting customer loyalty & highly referenceable customers.; Develop compelling recommendations with close rates for add-on business.; 99% retention rate
Industry & Context.
Proactively assist in problem resolution, both internally and externally
What They're Looking For.
Must Have
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 in collaborating with and influencing cross-functional stakeholders and executives, Proven ability to work in a fluid environment, with limited processes, Excellent communication and presentation skills directed at both business-oriented and technical audiences
What You'll Do.
Uphold Cleo’s Customer Success strategy and processes
ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled.
Oversee the customer lifecycle
from launch to renewal
to ensure a seamless and optimal customer journey.
Manage a customer base of 30+ customers
including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews.
Develop broad and deep customer relationships
promoting customer loyalty & highly referenceable customers.
Understand our customers’ organizational structure and develop relationships with key business stakeholders.
Understand our customers’ business and link customer goals to compelling solutions to be delivered.
Proactively assist in problem resolution
both internally and externally
Maintain accurate records
including detailed documentation of customer service actions and discussions.
Escalate issues appropriately to Services
Develop compelling recommendations with close rates for add-on business.
Invest in developing both yourself and others
and contribute to organizational efforts as required.
How You'll Work.
Team & Collaboration
Collaborating with and influencing cross-functional stakeholders and executives; Escalate issues appropriately to Services, Support, Product, etc.
Communication Scope
Excellent communication and presentation skills directed at both business-oriented and technical audiences
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