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'.