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Cleo Customer Success Manager in Boston, Massachusetts

Customer Success Manager

at Cleo (US)


Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years.

The Position

TheCustomer Success Manager (CSM)is responsible for the overall customer relationship post-sale. The expectation is that the CSMwill work directly withCleocustomers andvarious groups within Cleo to ensure rapid time to value on the Cleo Platform, managing executive touchpoints throughout thecustomer lifecycle. Primary responsibilities include driving adoption through value realization, resolving issues as they arise inRealtime, identifying expansionopportunitiesto grow the account and ensuringa high NPS and likelyrenewal. The CSM is the primary customer facing resource, post-sale, advocating on behalf of both Cleo and our Customer. Customer Success is ahigh-performanceposition, requiring the ability to interface with Sales, Services, Support, Product, and Executive Teamasrequired.

What you will be doing:

  • 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 Stake holders 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

Your Qualifications:

  • 5+ years working at an Enterprise Software and/or SaaS Company in Customer Success, Sales/Account Management, Professional Services or related field

  • Demonstrable Success 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

  • Hosting multiple video conference meetings per day, with video on

  • Some travel isrequiredfor customeronsiteand/or company meetings

A few things we have to offer:

  • Competitive base salary + commission

  • Great Healthcare + Dental + Vision plans available

  • Flexible PTO offerings with focus on life-work balance

  • Culture of support and development

  • 401k match

  • FSA and HSA options

  • Employee Assistance Program

  • Paid Parental Leave

  • Hybrid work environment

  • 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 Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.