Customer Success Manager

• Uphold Cleo's Customer Success strategy and processes ensuring that 100% of interactions are accurately recorded and follow-ups scheduled
• Oversee the customer lifecycle, from launch to renewal, to ensure an 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 customer's organizational structure and develop relationships with key business stakeholders
• Understand our customer's business and link customer goals to compelling solutions to be delivered
• Proactively assist in problem resolution, both internally and externally
• Keep accurate records, including documented 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 self and others, as well as contribute to organizational efforts, as required

• 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

• Competitive compensation
• 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

Cleo