Customer Success Manager

Overview

Own a portfolio of customer accounts end-to-end, driving adoption, managing renewals, and ensuring customers achieve measurable value from the Cleo platform. Serve as the primary point of contact for your accounts, balancing strategic relationship management with hands-on problem solving across internal teams.

What you'll do

• Own a portfolio of accounts end-to-end, serving as the primary point of contact for customer health, adoption, renewals, and value realization.
• Build and execute tailored success plans aligned to each customer's business goals and KPIs.
• Proactively identify risks, adoption gaps, and expansion opportunities, taking action before issues escalate.
• Lead regular touchpoints including business reviews, check-ins, and milestone conversations with key stakeholders.
• Partner with Services, Support, Sales, and Product to resolve issues and drive coordinated customer outcomes.
• Manage the renewal cycle from forecasting through negotiation, maintaining strong retention rates.
• Identify and progress cross-sell and upsell opportunities in collaboration with the Sales team.
• Leverage platform usage data and customer insights to drive engagement strategies and inform internal teams.

What you'll need

• 3 to 7 years of relevant experience.
• Experience focused on relationship health, driving product ROI, retention, and identifying account expansion opportunities.
• Experience with preferred account ownership of mid-market to commercial accounts (medium touch: 15–30 accounts).
• Indirect or direct ownership of Net Revenue Retention (NRR) up to $1M–$2M ARR.
• Experience with core metrics: Gross Renewal Rate (GRR), Net Promoter Score (NPS), Account Health Score.

Details

• Location: Bangalore.
• Employment type: Full Time.
• Reports to: Director, Customer Success.
• Level: IC – Mid-Level.
• Department: Sales & Revenue.