Council on Legal Education Opportunity (CLEO)

Customer Success Manager

• Uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled.
• Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey.
• Manage a customer base of 30+ customers including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews.
• Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers.
• Understand our customers’ organizational structure and develop relationships with key business stakeholders.
• Understand our customers’ business and link customer goals to compelling solutions to be delivered.
• Proactively assist in problem resolution, both internally and externally.
• Maintain accurate records, including detailed documentation of customer service actions and discussions.
• Escalate issues appropriately to Services, Support, Product, etc.
• Develop compelling recommendations with strong close rates for add-on business.
• Invest in developing both yourself and others, and contribute to organizational efforts as required.

Account Executive

• Educate and advise clients to build strong, trustworthy relationships with Cleo customers
• Execute a successful sales process from lead to appointment to close
• Obtain feedback from clients and adjust messaging to improve downstream execution
• Meet clients to discuss their needs and complete the execution of the sale
• Work with SDRs and Account Managers to devise a program that meets client needs and budget
• Negotiate with clients, solve problems, and make sure deadlines are met
• Check and report on client Cleo program progress
• Use AI-driven analytics and intent data to identify high-propensity accounts and prioritize outreach efforts
• Leverage Cleo’s AI-powered platform insights to tailor solution narratives that resonate with each prospect’s specific supply chain and integration challenges
• Collaborate with internal teams to surface AI-generated signals that help anticipate client needs and accelerate deal progression

Customer Success Manager

Account Executive – Net New