Customer Success Manager

Customer Success Manager

Department: Sales & Revenue

Level: IC – Mid-Level

Location: Bangalore

Type: Full Time

Reports To: Director, Customer Success

About Cleo

Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving — from order to cash, procure to pay, and everywhere in between.

Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain.

Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops.

The Opportunity

Owns a portfolio of customer accounts end-to-end — driving adoption, managing renewals, and ensuring customers achieve measurable value from the Cleo platform. You'll serve as the primary point of contact for your accounts, balancing strategic relationship management with hands-on problem solving across internal teams. This is a high-impact role at the heart of Cleo's retention and growth engine, with direct influence over customer outcomes and revenue.

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 Bring

Required

• Typical Experience: 3 to 7 Years of relevant experience.
• Primary Focus: Relationship health, driving product ROI, retention, and identifying account expansion opportunities.

Preferred

• Account Ownership: Mid-market to Commercial accounts (Medium touch: 15–30 accounts).
• Revenue Handled: Indirect or direct ownership of Net Revenue Retention (NRR) up to $1M–$2M ARR.
• Core Metrics: Gross Renewal Rate (GRR), Net Promoter Score (NPS), Account Health Score.

Behavior Competencies

Initiative & Innovation- Ability to be proactive and develop new ideas

Level 2: Initiative -Takes initiatives within their area of responsibility to accelerate finding solutions. Detects problems, escalates with proposed solutions.

Leadership & Management -Ability to work within or lead a team

Level 1: Team Oriented -Actively cooperates with team members, shares knowledge proactively, and seeks advice when needed.

Planning & Organization- Ability to manage tasks and activities

Level 2: Scheduling- Determines a course of action by breaking it into smaller steps, planning and resourcing each, and adjusting for potential problems.

Customer Focus- Ability to manage relationships with customers

Level 2: Customer Oriented- Understands the needs of external customers and keeps them in mind when taking actions or making decisions.

Interpersonal Communication- Ability to communicate effectively with people

Level 2: Active Listening & Empathy- Listens to others' points of view through verbal and non-verbal communication. Formulates own views while understanding others'.

Achievement Focus- Ability to achieve objectives

Level 2: Persistence- Meets targets and fulfills agreements even when adverse circumstances prevail. Stays focused and resourceful under pressure.

Solution Finding- Ability to analyze situations and find accurate solutions

Level 2: Information Acquisition- Identifies gaps in available information and provides solutions for fixing them. Takes new information into account and modifies understanding accordingly.

People Focus- Ability to account for the human factor

Level 2: Efficiency of Staff- Manages own stress and avoids impacting team members. Anticipates and manages potential conflicts. Champions diversity through a positive approach.

AI Fluency

Uses AI products built internally daily. Built a personal prospecting workflow that saves them significant time and generates pipeline. Can strongly position AI transformation strategies with customers.

Uses AI tools to support day-to-day customer success tasks — such as drafting communications, summarising meeting notes, and organising follow-ups. Develops familiarity with Cleo's AI-enabled workf lows and applies them reliably in routine interactions. Actively incorporates AI tools into account management workf lows to improve efficiency, surface insights, and strengthen customer engagement. Identifies where AI can reduce manual effort and enhance the quality of customer touchpoints and reporting.

Why Cleo

Join. Grow. Lead the Future of Supply Chain.

At Cleo we don't just manage supply chains — we orchestrate them. You'll be empowered to drive transformation, deliver excellence, and shape the future of global operations. Whether you're joining us from outside or growing within, this is your platform to lead with purpose, innovate with impact, and thrive in a culture that champions your growth.

WHY JOIN US

Strategic Influence

Be at the helm of global supply chain strategy, driving decisions that impact customers, partners, and communities worldwide.

Innovation-Driven Culture

Work with the latest in AI, automation, and digital supply chain platforms to solve complex challenges.

End-to-End Visibility

Lead across planning, sourcing, logistics, and fulfillment — connecting dots others can't see.

Sustainability at the Core

Help build ethical, transparent, and sustainable supply chains that make a difference.

WHY GROW WITH US

Leadership Development

Access world-class programs, executive mentorship, and rotational opportunities to accelerate your career.

Internal Mobility

We prioritize internal talent — your next big opportunity could be just one conversation away.

Recognition & Impact

Your ideas matter. Your leadership is visible. Your success is celebrated.

Inclusive Community

Thrive in a diverse, collaborative environment where every voice is heard and respected.

We are a Talent Destination for supply chain leaders who want to make bold moves, solve real world problems, and grow without limits. Whether you're stepping into your first leadership role or scaling new heights — your journey starts here. Cleo Never Stops.

Total Rewards

Benefits

• Group Medical Insurance & Group Personal Accident Insurance coverage
• PF & Retiral benefits
• Flexible PTO and company holidays
• Wellness Benefit of 15000 per year
• Cleo Cares - CSR initiatives

Equal Opportunity Statement

Cleo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.