CloudZero

Senior Customer Success Manager

CloudZero

full-time

Posted on:

Location Type: Hybrid

Location: Boston • Massachusetts • United States

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Salary

💰 $130,000 - $155,000 per year

Job Level

Senior

About the role

  • Own the customer journey from onboarding through renewal and expansion.
  • Build strong relationships and serve as a strategic partner to customer stakeholders, including C-suite.
  • Collaborate cross-functionally to drive customer success plans, executive business reviews, and product value realization.
  • Identify and mitigate risk, manage renewals, and accurately forecast customer health and revenue.
  • Own expansion opportunities and upsell motions within your accounts, including full-cycle contract negotiations
  • Build and maintain CS playbooks, joint success plans, and reporting frameworks.
  • Develop a deep understanding of the business problems customers are trying to solve and advocate internally on their behalf (e.g. product, support, etc.)

Requirements

  • 5+ years of experience in customer-facing roles within a B2B SaaS environment, with demonstrated ownership of renewals, expansion, and customer outcomes
  • Comfort operating against revenue targets or KPIs, including leading commercial conversations and negotiations
  • Strong ability to build trusted relationships with both technical and business stakeholders, including executive-level partners
  • Clear, confident communicator who can translate complex concepts into actionable, customer-relevant value
  • Experience creating and using customer-facing assets such as success plans, value reviews, and playbooks
  • Data- and outcomes-driven mindset with a strong sense of accountability and ownership
  • Thrives in fast-paced, evolving environments; adaptable, curious, and comfortable with ambiguity
  • Strong prioritization skills and the ability to manage multiple initiatives without losing focus on what matters most
  • Willingness to travel as 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 & Tools
B2B SaaScontract negotiationscustomer success plansvalue reviewsplaybooksrevenue forecastingKPI managementrisk managementupsellingcustomer outcomes
Soft Skills
relationship buildingcommunicationadaptabilityaccountabilityprioritizationstrategic partnershipproblem-solvingcuriosityfocusnegotiation