Define and execute the global Customer Success strategy aligned with corporate growth and retention objectives.
Partner cross-functionally with Sales, Product, Engineering, and Operations to ensure customer feedback drives roadmap and quality improvements.
Establish a scalable Customer Success operating model that supports enterprise, mid-market, and SMB customers.
Lead Customer Success Managers to proactively manage relationships, adoption, and Net Revenue Retention (NRR).
Develop frameworks for onboarding, adoption, health scoring, renewal, and expansion.
Champion customer advocacy programs, referenceability, and voice-of-the-customer initiatives.
Oversee TAMs providing proactive technical guidance, performance optimization, and architecture support.
Drive service-level excellence across compute, storage, networking, and GPU-based infrastructure environments.
Ensure tight alignment between TAMs, engineering, and support to accelerate resolution of complex issues.
Lead the end-to-end delivery of infrastructure in alignment with customer contracts, SLAs, and statements of work (SOWs).
Ensure all service commitments — including performance, uptime, response, and delivery milestones — are consistently met or exceeded.
Partner closely with data center operations, engineering, and program management to ensure operational readiness and accountability for each customer engagement.
Establish governance frameworks for contract compliance, change management, and escalation to ensure transparency and customer trust.
Drive a culture of proactive delivery excellence, balancing efficiency, scalability, and adherence to contractual obligations.
Define key metrics: NRR, logo retention, customer health, time-to-value, and SLA adherence.
Build scalable systems and automation for renewals forecasting, success planning, and engagement tracking.
Mentor directors and senior managers, fostering a performance-driven, customer-centric culture.

Requirements

10+ years of experience in Customer Success, Service Delivery, or Technical Account Management, including 5+ years in a senior leadership role within an IaaS, PaaS, or Cloud Services company.
Proven track record of managing large customer portfolios and enterprise relationships.
Deep understanding of infrastructure architecture, SLAs, data center operations, cloud orchestration, and usage-based billing models.
Strong executive presence and ability to influence C-level stakeholders.
Experience implementing customer lifecycle technology (Salesforce, Gainsight, Totango, etc.).
Exceptional analytical, communication, and leadership skills.

Benefits

100% company-paid insurance premiums for employee medical, dental and vision plans.
401(k) plan that matches 100% up to 4%, with immediate vesting
Professional Development Reimbursement of $2,500 each year
11 Holidays + Paid Time Off Accrual + Rollover Plan
Commitment matters to Vultr! Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year
$500 stipend for remote office setup in first year + $400 each following year
Internet reimbursement up to $75 per month
Gym membership reimbursement up to $50 per month
Company paid Wellable subscription

Applicant Tracking System Keywords

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

Hard Skills & Tools

Customer Success strategyNet Revenue Retention (NRR)onboarding frameworkshealth scoringrenewal processesinfrastructure architecturecloud orchestrationusage-based billing modelsservice-level agreements (SLAs)performance optimization

Soft Skills

leadershipanalytical skillscommunication skillsinfluencecustomer-centric culturecross-functional collaborationmentoringrelationship managementproactive delivery excellenceexecutive presence