About Cleo
Backed by Greylock, NEA and Entrepreneur First.
About the role
We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at hr@cleo.com.
What they're looking for
- 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 managing GRR, NRR, or expansion pipeline targets in a quota-bearing or metric-accountable CS role
- Experience with CS platforms (Planhat preferred) and CRM tools (Salesforce), comfort maintaining rigorous data hygiene across both
- Proven ability to position software solutions and develop expansion opportunities, not just manage relationships
- Demonstrated success collaborating with and influencing cross-functional stakeholders and executives
- Industry fluency in one or more of Cleo’s core verticals — Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology — is a strong plus
More about this role
- Manage a portfolio of 30+ accounts across the full customer lifecycle, from implementation handoff through renewal and expansion
- Conduct regular meetings with key customer stakeholders and deliver executive-level Quarterly Business Reviews (QBRs) that connect Cleo’s platform capabilities to the customer’s business outcomes
- Build broad and deep customer relationships that promote strong loyalty, referenceability, and long-term retention
- Understand each customer’s organizational structure, business goals, and integration environment, and translate that understanding into actionable success plans
- Uphold Cleo’s CS strategy and processes, ensuring 100% of interactions are accurately recorded in Salesforce and Planhat with appropriate follow-ups scheduled
- Own GRR and NRR outcomes for your book of business, proactively identifying risk signals and executing mitigation strategies to protect and grow ARR
- Monitor and act on customer health indicators, including utilization scores, CSM scores, support activity, and engagement cadence in Planhat
- Escalate issues appropriately to Services, Support, and Product, and drive resolution on behalf of the customer with urgency and...
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