Customer Success Manager

Cleo-; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Cleo is seeking a Customer Success Associate to partner with existing customers and the CSM team to ensure smooth onboarding, implementation, and renewal processes. This role will serve as the primary customer-facing resource across the Customer Success, Sales, Services, Support, and Product teams, managing 1:1 and 1:many communications and driving adoption.

You will uphold Cleo's CS strategies, own lifecycle touchpoints, and escalate issues as needed, while maintaining accurate records and

Qualifications

• 3–4 years in Enterprise Software or SaaS, Customer Success or technical account management.
• Strong written and verbal communications.
• Ability to work in a low-structure environment.
• Experience with Open-Source solutions.
• Experience selling applications, middleware, data technologies, or big data.
• Experience with annual subscription offerings.

Responsibilities

• Uphold Cleo's Customer Success strategy and processes.
• Adopt existing methodologies and develop new best practices.
• Own day-to-day interactions with a subset of customers via 1:1 and 1:many communications.
• Manage cross-sell/upsell opportunities within the broader Customer Experience org.
• Analyze and report on customer usage data, adoption, and project status.
• Oversee lifecycle touchpoints and guide customers through an optimal journey.
• Drive the customer escalation process.
• Develop ways for Customer Success to understand customer objectives.
• Escalate issues to Services, Support, Product as needed.
• Keep accurate records of customer actions and discussions.
• Ensure 100% of interactions are recorded and follow-ups scheduled.

Skills

Customer Success

Enterprise Software

SaaS

Communication

Tools

CRM systems

Job description

Cleo is looking for a Customer Success Associate that will work directly with existing customers and the CSM team to ensure a smooth onboarding, implementation, and renewal process. This intelligent, empathic, and high energy individual will hold responsibility within the CSM team who serve as the primary customer facing resource for all new and existing customers. Superb ability to interface with Customers, Sales, Services, Support, and Products Team is required.

What You Will Be Doing

• Uphold Cleo's Customer Success strategy and processes
• Adopt existing, and develop new, methodologies and best practices
• Own day-to-day interactions between Cleo and a subset of customers through 1:1 and 1:many tech touch communications
• Manage and facilitate cross-sell/upsell opportunities sourced within the broader Customer Experience organization.
• Analyze and report on customer usage data, adoption, and project status
• Oversee customer lifecycle processes/touch points and take clients on an optimal customer journey
• Drive the customer escalation process
• Develop ways for Customer Success to deeply understand our customers' objectives
• Escalate issues appropriately to Services, Support, Product, etc.
• Keep accurate records, including documented customer service actions and discussions.
• Ensure that 100% of interactions are accurately recorded and follow ups scheduled

Requirements

• 3-4 years working at an Enterprise Software and/or SaaS Company in a Customer Success, technical account management or a related field
• Strong written and verbal communications ability
• Proven ability to work in an environment with limited processes
• Experience with Open-Source solutions
• Experience working in a company selling applications, middleware, database, data warehouse, data integration technology or big/fast data technologies
• Experience with annual subscription offerings

Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.