Strategic Enterprise CSM: Grow ARR & Elevate Adoption

Cleo; Northern (KY); Hybrid; USD 85,000 - 130,000; Full time

Benefits offered by this job

Great Healthcare + Dental + Vision

Flexible PTO

Culture of support, Life-Work balance

FSA and HSA options

Employee Assistance Program

4,000+ clients and 99% retention

Accelerated title and salary growth

Energetic work environment

Job summary

Cleo is seeking a Customer Success professional to manage 30+ enterprise accounts across the full lifecycle, from implementation handoff to renewal and expansion. You will conduct executive QBRs, build strong relationships, and translate client goals into actionable success plans—all while ensuring accurate CRM data and healthy growth metrics.

You will own GRR/NRR outcomes, monitor health indicators, and collaborate across Sales, Services, and Product to drive adoption and expansion in a

Qualifications

• 5+ years in Enterprise Software / SaaS customer success.
• Proven GRR/NRR or expansion pipeline success.
• Experience with CS platforms (Planhat) and CRM tools (Salesforce) and data hygiene.
• Ability to position software solutions and drive expansion opportunities.
• Strong cross-functional collaboration with executives.
• Industry fluency in Cleo's verticals is a plus.
• Familiar with AI-powered workflows.
• Adaptable in a fast-changing environment.
• Excellent communication and presentation skills.
• Willingness to travel 5–10% annually.

Responsibilities

• Manage a portfolio of 30+ accounts across the full lifecycle.
• Conduct regular meetings with customer stakeholders and deliver QBRs.
• Build broad customer relationships for loyalty and retention.
• Understand customer goals and translate into success plans.
• Record interactions in Salesforce and Planhat with follow-ups.
• Own GRR and NRR outcomes and mitigate risks to ARR.
• Monitor health indicators and engagement cadence.
• Escalate issues to Services, Support, and Product and drive resolution.
• Identify upsell and cross-sell opportunities.
• Position Cleo’s solution portfolio to drive outcomes.
• Develop expansion recommendations with Sales to advance opportunities.
• Drive adoption and AI-powered tool usage for client success.
• Collaborate on migrations and transitions (legacy-to-cloud).
• Leverage AI tools to enhance analysis and outreach.
• Partner with Sales/Pre-Sales/PS/Support/Product for a seamless journey.
• Develop vertical fluency in logistics, manufacturing, healthcare, etc.

Skills

Enterprise SaaS experience

GRR/NRR management

Cross-functional leadership

Executive communication

Travel willingness

Tools

Planhat

Salesforce

Job description

Cleo is seeking a Customer Success professional to manage 30+ enterprise accounts across the full lifecycle, from implementation handoff to renewal and expansion. You will conduct executive QBRs, build strong relationships, and translate client goals into actionable success plans—all while ensuring accurate CRM data and healthy growth metrics.

You will own GRR/NRR outcomes, monitor health indicators, and collaborate across Sales, Services, and Product to drive adoption and expansion in a