Customer Success Manager

Council on Legal Education Opportunity (CLEO)

Customer Success Manager managing enterprise accounts for Cleo’s integration platform. Driving adoption, retention, renewals, and expansion through data-led customer success.

Posted 8/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer success outcomes, including GRR and NRR, while leveraging AI-powered tools for customer analysis and engagement. Proven ability to build strong customer relationships and drive platform adoption to achieve business value.

Highest-signal resume keywords

GRR ManagementNRR ManagementCustomer Success PlatformsSalesforce ProficiencyAI-Powered Workflows

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementCustomer Relationship ManagementData AnalysisExpansion Pipeline DevelopmentRisk Mitigation StrategiesStakeholder EngagementQuarterly Business ReviewsSuccess Plan CreationPlatform OptimizationCustomer Health Monitoring

Soft Skills

Excellent CommunicationPresentation SkillsCollaborationInfluencing StakeholdersContinuous Improvement Mindset

Tools & Technologies

PlanhatSalesforceAI-Powered Tools

Industry Keywords

Enterprise SoftwareSaaSCustomer SuccessProfessional ServicesVertical Fluency

About the role

Key responsibilities & impact

Manage a portfolio of 30+ accounts across implementation handoff, renewal, and expansion
Conduct stakeholder meetings and executive-level Quarterly Business Reviews
Build customer relationships supporting loyalty, referenceability, and retention
Understand customer structures, goals, and integration environments; create actionable success plans
Record all interactions in Salesforce and Planhat with follow-ups
Own GRR and NRR outcomes; identify risks and execute mitigation strategies
Monitor customer health indicators in Planhat
Escalate issues to Services, Support, and Product and drive resolution
Maintain customer health, risk, action-plan, and renewal records
Identify upsell and cross-sell opportunities and contribute to expansion pipeline targets
Position Cleo’s solution portfolio by linking customer goals to business outcomes
Develop expansion recommendations and collaborate with Sales
Drive platform adoption and value realization
Collaborate with the CS Solutions team on utilization gaps, platform optimization, and product migrations
Use AI-powered tools for customer analysis, communication, outreach, research, account preparation, drafting, and data analysis
Partner with Sales, Pre-Sales, Professional Services, Support, and Product to deliver a seamless customer experience
Develop industry fluency across assigned verticals
Contribute to CS organizational initiatives and develop self and others
Support customers adopting AI-powered platform features and translate capabilities into business value
Stay current on Cleo’s AI product roadmap and connect upcoming capabilities to customer needs

Requirements

What you’ll need

5+ years 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); comfort maintaining rigorous data hygiene across both
Proven ability to position software solutions and develop expansion opportunities
Demonstrated success collaborating with and influencing cross-functional stakeholders and executives
Industry fluency in one or more of Cleo’s core verticals is a strong plus
Familiarity with AI-powered workflows and willingness to adopt emerging tools
Proven ability to work in a fluid, evolving environment with a continuous-improvement mindset
Excellent communication and presentation skills for business-oriented and technical audiences
Ability to travel 5–10% annually

Benefits

Comp & perks

Bonus potential
Great Healthcare + Dental + Vision
Flexible PTO
Culture of support, encouraging Life-Work balance
401k match
FSA and HSA options
Employee Assistance Program
Paid Parental Leave
Accelerated title and salary growth potential
Fun and energetic work environment