Customer Success Manager, CloudExtend

At Celigo, we believe integration should empower — not exhaust — innovation. As a modern Integration and Automation Platform (iPaaS), we’re on a mission to simplify how companies integrate, automate, and optimize processes. Powered by game-changing technology like runtime AI and prebuilt, mission-critical integrations, Celigo is redefining how businesses connect their world. This role requires you to work during US business hours, Monday through Friday.

At CloudExtend, we're redefining how enterprise users interact with their systems of record—like NetSuite and Salesforce—by embedding productivity tools directly where they work most. As a Customer Success Manager (CSM) on the CloudExtend team, you'll be at the heart of our customer journey, helping users unlock the full potential of our apps to drive efficiency, automation, and adoption across the organization.

This role is laser-focused on maximizing customer value, boosting license utilization, and ensuring retention and expansion within your portfolio. Each day will be dynamic and driven by meaningful customer interactions, data-backed insights, and collaboration with internal teams including Sales, Product, Marketing, and Support.

• Onboard new customers with precision and care, ensuring a smooth, confident transition from sales to active usage.
• Own and drive renewals across your portfolio, staying ahead of risks, aligning on value delivered, and ensuring customers are set up for long-term success.
• Shepherd users to successful adoption, tailoring onboarding and enablement based on customer personas and use cases (Sales, CS, Support, Project Management, and more).
• Drive product value through role-based adoption strategies and scheduled customer success touchpoints.
• Partner with customers to define success criteria and key outcomes, aligning CloudExtend usage with their specific KPIs and business goals.
• Proactively monitor usage and health metrics in tools like Custify to identify adoption gaps and renewal risks.
• Act as a trusted advisor and escalation point, managing issues with urgency and engaging appropriate internal teams.
• Conduct Adoption Scorecard evaluations, surfacing key usage trends, feature adoption, and admin engagement.
• Identify expansion opportunities (upsell/cross-sell) and collaborate with Sales to grow account value.
• Manage a portfolio of customers across different industries, each with unique challenges and priorities.
• Maintain visibility and relationships with executive sponsors, admins, and power users.
• Champion the voice of the customer, advocating for feature needs and feedback internally.

Skills & Abilities

• Experience in Customer Success, Account Management, or SaaS Consulting roles.
• Proven ability to own the renewal process, forecast risks, and keep accounts healthy and growing.
• Light project management skills to keep onboarding timelines, tasks, and customer stakeholders aligned and moving forward.
• Confidence using tools like Custify, Salesforce, NetSuite, Excel, Outlook, Google Workspace, Zoom, and Intercom as part of your daily workflow.
• Technical fluency—you’re comfortable navigating web apps, understanding customer workflows, and guiding users through basic troubleshooting and in-app steps
• A knack for multi-tasking, prioritization, and keeping a cool head in a fast-paced, agile environment.
• Excellent written and verbal communication skills paired with active listening especially over zoom and email. You translate customer needs into clear next steps and value-driven conversations.
• A detail-oriented mindset and confidence with usage metrics and adoption analytics.
• A self-starter attitude: you learn quickly, take initiative, and stay calm and organized in a dynamic environment.
• A team-first attitude and experience collaborating with cross-functional groups.
• A customer-centric approach, you advocate for what’s best for the customer and the business with equal enthusiasm.

Why CloudExtend?

CloudExtend is a nimble, high-impact division within Celigo. We move fast, experiment often, and are deeply committed to customer outcomes. Our Customer Success team plays a critical role in making sure our users not only retain—but expand. As a CSM here, you’re more than support—you’re a strategic driver of value and an advocate for change.

Celigo is proud to be

• A 2025 Gartner Customers’ Choice for iPaaS. The only vendor to receive this award.
• Celigo is a Visionary in the Gartner Magic Quadrant for iPaaS for the second consecutive year
• Celigo is ranked #1 iPaaS on G2 for multiple quarters and named a Leader in both B2B/EDI and API Management.
• Celigo is a leading intelligent automation platform that puts the power of automation in the hands of every team, unifying workflows from the predictable to the fully agentic in a single platform.

Here, you'll experience

• Remote-first culture, built on trust, collaboration, and transparency
• A high-growth, inclusive work environment where innovation thrives and ideas are implemented
• Lightspeed learning opportunities to keep you at the leading edge of your field
• Exceptional coworkers who challenge and inspire you daily
• Competitive compensation and benefits, including:
  • Ten days of vacation (starting year one)
  • Parental leave and a generous benefits package
  • Monthly tech stipend
  • Recognition and career development opportunities

Diversity, Equity, Inclusion, and Accessibility

As a company, one of the values we hold most dear is fostering a safe, collaborative environment to bring out the best in us, so we created our Taking a Stand Initiative. Our TAS initiative is a volunteer committee open to all Celigans, with representation from underrepresented voices within our company. We believe, unequivocally, that everyone deserves to be in a place where they feel welcome as they are. Learn more about Taking a Stand.

Celigo is proud to be an equal-opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, national origin, religion, creed, age, disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military and veteran status, or any other characteristic protected by applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.