Customer Success Manager

Cleo’s Customer Success team engages our corporate customers to drive adoption of our products and demonstrate ongoing value. This critical function is responsible for launch and implementation activities as well as driving ongoing adoption, managing renewals and supporting new product sales. Customer Success works with the rest of the Cleo organization to uncover new ways to make Cleo successful for our customers and to improve our product.

As a Customer Success Manager focused on Cleo’s Enterprise segment, you will report to the VP of Customer Operations and your mission will be to own the lifecycle of success for your book of business. This includes onboarding, launch and implementation, driving adoption and ongoing utilization, ensuring customer satisfaction and advocacy and securing renewals and contract expansion.

You will work cross-functionally with sales, operations and product/engineering to ensure each launch is a successful one. It’s important that you understand day-to-day engagement with the product and ensure enterprise customers derive optimal benefit from Cleo. Multiple teams will rely on you to synthesize your learnings and provide guidance, including the greater Customer Operations org, Product and Sales.

RESPONSIBILITIES:

• • Lead and project-manage implementation for new enterprise customers.
  • Carry a quota for customer renewals and contract expansion.
  • Manage escalations, and follow a methodical escalation process to execs.
  • Be the voice of Cleo by managing relationships with the HR/Benefits leaders of our amazing portfolio of customers.
  • Be the voice of our customers internally, ensuring we deliver products and services that meet their needs.
  • Build client relationships that will lead to long term partnerships by providing strong day-to-day support that focuses on our client’s needs and strategic initiatives.
  • Partner with the sales team to facilitate a smooth transition from sales to launch, manage customer success metrics and expectations, and identify expansion opportunities for cross-sell and up-sell.
  • Work cross-functionally with the product team to explore, implement, and integrate with systems that will help Cleo scale.
  • Drive new business growth through greater advocacy and references from our customers.

REQUIREMENTS:

• • 8+ years of client facing experience including at least 4 years of a successful track record carrying quota (renewals, expansion, adoption).
  • Ability to navigate complex organizations to accelerate product adoption, influence collaboration, evangelize opportunities for growth, and secure renewals.
  • Effective communication skills in high-stakes, high-stress situations.
  • Discovery, negotiation and closing experience.
  • A passion for supporting and transforming customers’ experience.
  • Willingness / ability to travel approx every 6 weeks for implementations, client meetings and to HQ.

To be successful in this role you:

• • You believe effective customer relationships are founded on respect, and that growth and expansion come from nurturing relationships.
  • You are highly detail oriented with an eagle eye for inaccuracies and discrepancies.
  • You are adept in slides, spreadsheets and documents (Google or Microsoft suite of tools).
  • You have excellent time management, analytical, and communication skills.
  • You have experience defining, tracking, and managing Customer Success KPIs.
  • You possess a results-driven mentality, with a bias for speed and action.
  • You have strong interpersonal and proven negotiation skills at the executive level.

Bonus Points:

• • Experience working with HR and Wellness teams
  • Familiarity with the challenges of early parenthood