Montana Jobs

facebook youtube linkedin
Mobile Montana Labor & Industry Mobile Logo

Job Information

Cleo Customer Success Manager - Req ID # 336 in Helena, Montana

Customer Success Manager - Req ID # 336

United States /

Customer Success – Customer Success /

Full-time

Cleo is a cloud integration software company focused on business outcomes. Every day we ensure that each one of our 8,000+ customer’s potential is realized by delivering solutions that make it easy to create value through the integration of their internal and external systems and ecosystem partners. By providing the industry’s most complete and flexible integration offerings, we are helping our client's build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow.

Simply put, Cleo ... never stops

The Position

Cleo is looking for a low touch Customer Success Manager (CSM) to take the lead with our “one to many” tech touch strategies. You will work directly with the Customer Success (CS) team to ensure engagement and retention of our existing customer base. Your main duties include developing and executing loyalty marketing campaigns using automated emails, in-app notifications, community forums, surveys, and other digital channels.

Reporting directly to the VP of Customer Experience, this intelligent, empathic, and high energy individual will hold responsibility within the CS team who serve as the primary resource for driving retention of all existing customers. Superb ability to interface with Sales, Product, Marketing, and the Executive Team is required. This position can be based out of any one of our offices in the US or work remotely from anywhere in the US – it is all about finding the right fit!

What you will be doing

  • Uphold Cleo’s CS strategy and processes

  • Work with methodologies and best practices we adopt

  • Develop and implement a customer lifecycle campaign program

  • Analyze campaign performance and suggest improvements

  • Identify customers at risk of churn by analyzing usage data and marketing engagement data

  • Develop and execute low touch / tech touch playbooks to address churn risks

  • Interface with Sales by searching for and identifying cross-sell/upsell opportunities, without appearing sales-oriented with customers

  • Manage periodic customer satisfaction surveys to drive change throughout the organization

  • Ensure prompt and accurate communication with customers via email

  • Own all customer issues – identify the correct person or resource to fix the issue; proactively research alternatives when the appropriate resource is unavailable

  • Escalate issues appropriately to Services, Support, Product, etc.

  • Ensure that 100% of interactions and new opportunities are accurately recorded with follow ups scheduled

  • $2.5-$3m AAR coverage

Requirements

  • 2+ years working in digital marketing, customer success, technical account management or a related field at an Enterprise Software and/or SaaS company

  • Experience successfully collaborating with and influencing cross-functional stakeholders and executives

  • Proven ability to work in an environment with limited processes

  • Deep knowledge of tools and best practices in marketing and customer success

  • Experience with Open Source solutions

  • Experience working in a company selling applications, middleware, database, data warehouse, data integration technology or big/fast data technologies

  • Excellent communication and presentation skills directed at both business oriented and technical audiences

  • Experience with annual subscription offerings

  • Timeline and process-driven while managing multiple tasks and projects

Benefits

  • Competitive base salary

  • Great Healthcare + Dental + Vision

  • 401k with company match

  • Opportunity to work on large, high impact projects

  • Ongoing training and development

Equal Opportunity Employer: Disability/Veteran

DirectEmployers