Customer Success Manager

What You Will Be Doing

• 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.