As a Customer Success Manager, you will manage customer relationships, oversee the customer lifecycle, ensure optimal journeys, and assist in problem resolution.
What You Will Be Doing
Your Qualifications
A few things we have to offer:
- 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 strong customer loyalty & highly referenceable customers.
- Understand our customers' organizational structure and develop relationships with key business stakeholders.s
- 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, Support, Product, etc.
- Develop compelling recommendations with strong close rates for add-on business.
- Invest in developing both yourself and others, and contribute to organizational efforts as required.
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 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
A few things we have to offer:
- Compensation: $75,000 - $100,000 + Bonus potential
- Great Healthcare + Dental + Vision
- Flexible PTO
- Culture of support, encouraging Life-Work balance
- 401k match
- FSA and HSA options
- Employee Assistance Program
- Paid Parental Leave
- Representing a company with 4,000+ clients and a 99% retention rate
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
