5+ years in Customer Success, Sales Management, or Professional Services within Enterprise Software/SaaS
Proven track record managing GRR and NRR targets in a metric-driven role
Experience with CS platforms (especially Planhat) and CRM tools (like Salesforce)
Ability to create expansion opportunities and effectively position software solutions
Strong collaboration skills with cross-functional teams and executive stakeholders
Industry knowledge in Logistics, Food & Beverage, or other core verticals is beneficial
Familiarity with AI workflows and adaptability to new technology tools
Excellent communication skills for diverse audiences
Responsibilities
Manage 30+ accounts through customer lifecycle phases, ensuring satisfaction from implementation to renewal
Conduct executive-level QBRs linking platform capabilities to customer business outcomes
Develop deep relationships with customers to foster loyalty and retention
Analyze customer goals and environments to create tailored success plans
Ensure accurate documentation and follow-ups in Salesforce and Planhat
Proactively manage risk signals to protect and grow Annual Recurring Revenue (ARR)
Monitor and improve customer health metrics to drive platform engagement
Collaborate with various teams to troubleshoot customer issues and expedite resolutions
Identify upsell opportunities, contributing to expansion targets
Leverage AI tools for enhanced customer analysis and proactive outreach
Communicate AI-powered solution benefits to both technical and business audiences
Benefits
Comprehensive Healthcare, Dental, and Vision coverage
Flexible PTO policy to encourage work-life balance
401k matching program
Employee Assistance Program available
Paid Parental Leave benefits
Supportive work culture fostering personal and professional growth
Opportunity for rapid career advancement in a high-retention environment
Vibrant and positive workplace atmosphere
Full Job Description
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
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
Industry fluency in one or more of Cleo's core verticals - Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology - is a strong plus
Familiarity with AI-powered workflows and a willingness to adopt emerging tools to improve productivity and customer outcomes
Proven ability to work in a fluid, evolving environment with a continuous-improvement mindset
Excellent communication and presentation skills directed at both business-oriented and technical audiences
Ability to travel 5-10% on an annual basis for internal and external expectations
