Customer Success Manager
Cleo · Remote, USA
About Cleo:
Cleo is the only global, holistic family care platform supporting individuals throughout every life stage.
Whether individuals are growing their family; raising babies, children, or teenagers; caring for an adult loved one; doing both as part of the growing Sandwich Generation; or taking care of their own health, Cleo provides life-changing care for families and caregivers through all stages of life. Serving more than 200 clients with members in more than 70 countries, Cleo is proven to improve mental health and decrease burnout for members, all while maximizing cost savings. Cleo delivers evidence-based interventions to improve the health & wellbeing of the family unit, decrease caregiver burnout, increase productivity, and reduce healthcare spend. Cleo has a total $84.7M investment led by top investors such as Transformation Capital, Glynn Capital, PruVen Capital, Gaingels, Greylock, NEA, and Felicis. We're a collaborative and motivated team, and now are looking for experienced and passionate team members like you to join us.
Title: Customer Success Manager
As a Customer Success Manager, you will be responsible for customer loyalty, satisfaction, retention, and growth. You'll work cross-functionally as an individual contributor with colleagues across Operations, Product, Sales, and Marketing to meet client needs and resolve client issues. You will build and nurture relationships with new and existing customers, creating lasting partnerships with your clients which will lead to advocacy and growth for Cleo.
This role reports to the Associate Director of Customer Success.
Key Responsibilities:
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Leverage your experience to build deep and trusted relationships with your book of Cleo’s SMB/Mid-Market/Enterprise customers in order to drive customer retention, contract renewal, contract expansion and upsells
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Manage a book of business and carry a renewal and upsell quota, owning the contract renewal process end-to-end
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Build client relationships that will lead to long term partnerships by providing strong day-to-day support that focuses on our clients' needs and strategic initiatives
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Work cross-functionally with the Product team to explore, implement, and integrate with systems that help Cleo scale
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Partner with the sales team to facilitate a smooth transition from sales to launch
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Collaborate with Marketing to ensure effective promotion of services and alignment with client initiatives through the execution of a mutual marketing success plan
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Manage customer success metrics and expectations, identify expansion opportunities for cross-sell, upsell and expansion
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Anticipate potential issues within your customer base and create action plans that lead to favorable resolution
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Record customer details, deals, profile data, and activities in our CRM
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Oversee implementations, including managing the implementation plan and workstreams, anticipating problems, escalating issues, and ensuring on-time launches
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Regularly deliver valuable conversations related to Cleo’s product offerings, corporate updates, and detailed account business reviews
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Efficiently balance competing priorities and make decisions that best support the team and the customer
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Create trust and confidence amongst our clients by exceeding their expectations, being accessible and responsive, and delivering on promises efficiently and effectively
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Are self-motivated, hardworking, adaptable and willing to learn new skills
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Are committed to delivering an exceptional customer experiences, driven by the desire to help our customers and Cleo succeed
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Have strong presentation development and delivery, with the ability to create storylines and present data in a way that resonates with your audience
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Are eager to work in an ever-changing, fast-paced startup environment while maintaining professionalism, confidentiality, and composure
- 4+ years of experience as a Customer Success Manager or Account Manager
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Skilled at identifying and forging relationships with decision-makers and influential stakeholders
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Track record of driving customer success and aligning within complex customer environments
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Excellent communication and problem-solving skills
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A plus: Background in and/or passion for working in health services related to women’s health, maternity, or childcare; experience in healthcare, health tech, benefits administration, or a similar field
We don’t believe in perfection – we believe in passion, interest, and will – so don’t let a lack of experience or skill in one area listed above deter you from applying.
Cleo is proud to be an Equal Opportunity employer. We highly encourage people of any race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Pay Transparency: The base salary range for this position is $110,000 - $130,000 annually, plus a bonus plan and the following benefits: health insurance (medical, dental, and vision), paid holidays, flexible vacation time, paid parental leave, 401(k) plan, disability insurance, and life insurance.
You must be based in the U.S. and authorized to work in the U.S. without employer sponsorship. Please be advised that Cleo does not provide employment-based visa sponsorship for this position at this time.
Cleo is currently accepting applications from candidates residing in the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin.
SF FAIR CHANCE ORDINANCE
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
