Customer Success Manager** Remote - US **What You Will Be Doing** + 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) that connect Cleo's platform capabilities to the customer's business outcomes + Build broad and deep customer relationships that promote strong loyalty, referenceability, and long-term retention + Understand each customer's organizational structure, business goals, and integration environment, and translate that understanding into actionable success plans + Uphold Cleo's CS strategy and processes, ensuring 100% of interactions are accurately recorded in Salesforce and Planhat with appropriate follow-ups scheduled + Own GRR and NRR outcomes for your book of business, proactively identifying risk signals and executing mitigation strategies to protect and grow ARR + Monitor and act on customer health indicators, including utilization scores, CSM scores, support activity, and engagement cadence in Planhat + Escalate issues appropriately to Services, Support, and Product, and drive resolution on behalf of the customer with urgency and accountability + Maintain accurate, up-to-date records of customer health, risks, action plans, and renewal status + Proactively identify and develop upsell and cross-sell opportunities within your book of business, contributing to the CS org's expansion pipeline targets + Position Cleo's solution portfolio - including Charge Back Prevention, Direct Procurement Orchestration, TM&M, etc. These tools are designed to support fair and consistent evaluations.