Customer Success Manager

Owns a portfolio of customer accounts end-to-end, driving adoption, managing renewals, and ensuring customers achieve measurable value from the Cleo platform. The role serves as the primary point of contact for accounts, balancing strategic relationship management with hands-on problem solving across internal teams. It is a high-impact role at the heart of Cleo's retention and growth engine, with direct influence over customer outcomes and revenue.

Responsibilities

Own a portfolio of accounts end-to-end, serving as the primary point of contact for customer health, adoption, renewals, and value realization; Build and execute tailored success plans aligned to each customer's business goals and KPIs; Proactively identify risks, adoption gaps, and expansion opportunities, taking action before issues escalate; Lead regular touchpoints including business reviews, check-ins, and milestone conversations with key stakeholders; Partner with Services, Support, Sales, and Product to resolve issues and drive coordinated customer outcomes; Manage the renewal cycle from forecasting through negotiation, maintaining strong retention rates; Identify and progress cross-sell and upsell opportunities in collaboration with the Sales team; Leverage platform usage data and customer insights to drive engagement strategies and inform internal teams

Requirements

Typical Experience: 3 to 7 Years of relevant experience; Primary Focus: Relationship health, driving product ROI, retention, and identifying account expansion opportunities

Nice to have

Account Ownership: Mid-market to Commercial accounts (Medium touch: 15–30 accounts); Revenue Handled: Indirect or direct ownership of Net Revenue Retention (NRR) up to $1M–$2M ARR; Core Metrics: Gross Renewal Rate (GRR), Net Promoter Score (NPS), Account Health Score; Behavior competencies: Initiative & Innovation, Leadership & Management, Planning & Organization, Customer Focus, Interpersonal Communication, Achievement Focus, Solution Finding, People Focus; AI Fluency: Uses AI tools to support day-to-day customer success tasks, such as drafting communications, summarising meeting notes, and organising follow-ups

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