Customer Success Manager

New

CleoEnterprise Software, SaaS

Remote - USFull-TimeMiddle

Salary$75,000 - $100,000 + Bonus potential

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Job Details

5+ years of experience working at an Enterprise Software and/or SaaS company in Customer Success, Sales/Account Management, Professional Services, or a related field.
Demonstrable success managing GRR, NRR, or expansion pipeline targets in a quota-bearing or metric-accountable CS role.
Experience with CS platforms (Planhat preferred) and CRM tools (Salesforce).
Proven ability to position software solutions and develop expansion opportunities.
Demonstrated success collaborating with and influencing cross-functional stakeholders and executives.
Excellent communication and presentation skills directed at both business-oriented and technical audiences.
Ability to travel 5–10% on an annual basis.
Familiarity with AI-powered workflows and a willingness to adopt emerging tools.
Industry fluency in Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, or Technology is a plus.

Manage a portfolio of 30+ accounts across the full customer lifecycle, from implementation handoff through renewal and expansion.
Conduct regular meetings with key customer stakeholders and deliver executive-level Quarterly Business Reviews (QBRs).
Monitor and act on customer health indicators in Planhat and maintain accurate records in Salesforce.
Own GRR and NRR outcomes, identifying risks and executing mitigation strategies to protect and grow ARR.
Identify and develop upsell and cross-sell opportunities to contribute to expansion pipeline targets.
Collaborate with Sales, Pre-Sales, Professional Services, Support, and Product teams to ensure a seamless customer experience.
Serve as a resource for customers adopting AI-powered platform features.

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