Customer Success Manager

The role

You will own a portfolio of customer accounts end-to-end to drive adoption, manage renewals, and ensure value realization. You will serve as the primary point of contact for accounts and build success plans aligned to customer goals.

What you will do

• Own a portfolio of accounts end-to-end
• Build and execute tailored success plans
• Proactively identify risks, adoption gaps, and expansion opportunities
• Lead regular touchpoints including business reviews and check-ins
• Partner with Services, Support, Sales, and Product to resolve issues
• Manage the renewal cycle from forecasting through negotiation
• Identify and progress cross-sell and upsell opportunities
• Leverage platform usage data and customer insights to drive engagement

Required qualifications

• 3 to 7 Years of relevant experience
• Experience in relationship health, driving product ROI, retention, and identifying account expansion opportunities
• Ability to use AI products built internally daily
• Ability to use AI tools to support day-to-day customer success tasks
• Ability to develop familiarity with Cleo's AI-enabled workflows
• Ability to incorporate AI tools into account management workflows

Nice to have

• Mid-market to Commercial accounts (Medium touch: 15–30 accounts)
• Indirect or direct ownership of Net Revenue Retention (NRR) up to $1M–$2M ARR
• Gross Renewal Rate (GRR), Net Promoter Score (NPS), Account Health Score

Benefits

• Group Medical Insurance & Group Personal Accident Insurance coverage
• PF & Retiral benefits
• Flexible PTO and company holidays
• Wellness Benefit of 15000 per year
• Cleo Cares - CSR initiatives

About the company

Cleo is an AI-native supply chain orchestration company built on modern EDI. It helps businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems.