Communicate the value proposition for the CloudZero platform and understand how it can be applied to address specific customer business outcomes.
Ensure customers are getting value from the adoption of the CloudZero platform.
Renew customer contracts, looking for opportunities for revenue expansion.
Lead, motivate, actively coach and grow the customer-facing FinOps Account Management (FAM) and Customer Success Management (CSM) teams.
Develop a strategy for scaling Customer Success, including building and managing teams for on-boarding, adoption, renewals and expansion at scale.
Manage the customer experience and journey - from sales handoff through post-sales on-boarding and adoption, and continued customer engagement through renewals and expansion.
Meet with customers globally to drive their adoption and value realization, and to identify areas of improvement for our platform, organization, and process.
Be a customer advocate and act as a trusted partner to R&D and GTM teams by ensuring the right priority and technical resources are being applied to maximize customer success activities.
Translating customer needs into actionable insights and priorities; ensuring a cohesive customer journey in partnership with R&D and GTM stakeholders.
Partner closely with the Sales to support new sales while making sure customers are set up for success.
Build and optimize Customer Success processes, playbooks, and metrics (e.g., retention, NRR, health scores, adoption).
Partner closely with CS Operations to improve tooling, reporting, and scalability.
Forecast customer risk and growth opportunities with accuracy and transparency.

Requirements

15+ years of experience in Customer Success, Account Management, or related roles within technical B2B SaaS companies.
Previous leadership experience in leading, building, and developing a global customer success org with a demonstrated track record in exceptional customer retention and revenue generation.
Proven track record of meeting quarterly and annual renewal rates & satisfaction metrics.
Exceptional cross-functional collaborator with deep experience partnering with Product, Engineering, Marketing, Sales, and Finance teams.
Demonstrated ability to be both strategic and hands-on with customers and teams.
Strong background working with complex, technical software products, ideally in Cloud, DevOps, Infrastructure, or FinOps.
Strong technical product knowledge and how to best use and deploy SaaS solutions.
Data-driven leader with strong operational and analytical skills, including reporting on and improving business performance against a set of monthly KPIs and metrics.
Proven record of using customer data to identify trends that accelerate adoption or mitigate churn.
Experience with the sales and delivery of paid service offerings and revenue management.
Experience with modern customer success processes, strategies, and tools (e.g., Gainsight).
Possess engaging and influential presentation skills and credibility with all levels, including C-level executives.
Excellent interpersonal skills and the confidence to be an honest advocate, with the ability to push back when needed.

Benefits

Offers Equity
Offers Commission

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Customer SuccessAccount ManagementB2B SaaSCloudDevOpsInfrastructureFinOpsSaaS solutionsOperational skillsAnalytical skills

Soft skills

LeadershipCollaborationStrategic thinkingInterpersonal skillsPresentation skillsCustomer advocacyCoachingMotivationEngagementInfluence