The Customer Success Manager oversees customer relationships, ensuring seamless transitions from launch to renewal while enhancing customer satisfaction and loyalty.
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.
- 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
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