About Cleo:
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At Cleo, we make a real impact by doing work that matters: helping families be their best at home and at work.
Cleo is the leading family benefits platform that picks up where the healthcare system leaves off. We combine the expertise of our team of Guides and Specialists—parent and maternity coaches, doulas, lactation consultants, sleep experts, and more—with a powerful technology platform that helps every working parent succeed as they grow both their families and their careers.
Cleo is offered by over 100 leading employers, including global Fortune 500 leaders and industry innovators like Salesforce, PepsiCo, The Learning Care Group, and Pinterest. With $81M raised from top investors including NEA, Greylock, and Transformation Capital, we’re expanding our offerings and our team to meet the growing demand of employers, parents, and the healthcare sector. Now we're looking for experienced and passionate team members like you to join us.
You must be based in the U.S. and authorized to work in the U.S. without employer sponsorship. Please be advised that Cleo does not provide employment-based visa sponsorship for this position at this time.
Title: Associate Director, Customer Success
Overview:
In this role, you will be the heart and center of the CS strategy. Your mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the SVP, Sales & Customer Success and will be their trusted partner in defining customer success objectives, strategy, tactics, implementing processes that scale and establishing metrics to measure performance. You will work with the CS team to form all CS initiatives into a cohesive, strategic approach to customer relationships and operations.
Key Responsibilities:
- Assist with account planning, QBR development, performance management, metric pacing, and forecasting for all team members
- Ensure team is appropriately staffed, performance managed, developed, and trained to drive retention and maximize growth
- Develop performance metrics and benchmarks to measure customer health, own leading and lagging indicators of success
- Track, monitor, and report to SVP, Sales and Customer Success on performance to goal against organizational KPIs
- Identify gaps and propose changes to existing policy, systems, and processes; identify and evaluate business problems and design, manage, and implement internal initiatives to drive business improvement and scale and track success metrics
- Design, implement and codify enhanced processes, playbooks, tools, tracking, and measurement frameworks to allow for scalability and rapid growth
- Define, lead, and track strategic and operational programs to successful completion
- Own logo and revenue retention, contract renewal, contract expansion, and revenue growth for your customer base
- Provide strong day-to-day support and interactions that focus on your clients' needs and strategic initiatives
- Conduct quarterly executive business reviews to document success, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations, and review Cleo's product roadmap
- Build strong cross-functional relationships within Cleo, including Sales, Member Operations and Programs, Product, Marketing, and Finance
- Be the voice of the customer internally to ensure Cleo delivers products, services, and a member experience that meet our customers' needs
- Manage key strategic accounts
To be successful in this role, you may have:
- Minimum 2 years of experience in Customer Success or Customer Support with proven Operations or Technical expertise
- Excellent analytical skills with the ability to identify and correlate metrics relevant to customer goals in order to drive customer success and inform the efforts of the entire team
- Expert reporting skills
- Experience communicating and reporting operational data to cross-functional internal stakeholders
- Capabilities and ability to quickly learn and perform in new software environments
- Passion for designing processes that scale
- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Enjoys “getting their hands dirty” by digging into complex operations
- Takes high degree of ownership over their work
- Clear communicator with professional presence
- Strong listening skills; open to input from other team members and departments
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We don’t believe in perfection – we believe in passion, interest, and will – so don’t let a lack of experience or skill in one area listed above deter you from applying.
Cleo is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Pay Transparency: The base salary range for this position is $117,000 - $143,000 annually, plus a bonus plan and the following benefits: health insurance (medical, dental, and vision), paid holidays, flexible vacation time, paid parental leave, 401(k) plan, disability insurance, and life insurance.
SF FAIR CHANCE ORDINANCE Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
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