Vultr

Customer Success Manager

• 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.

Vice President, Customer Success

Cloud Engineer

• Lead technical design for next-gen cloud networking: VPC, security groups, gateways, routing domains
• Align networking roadmap with product and infrastructure teams
• Drive implementation of control/data plane features and network orchestration
• Manage services like BGP peering, tenant isolation, and network policy enforcement
• Prototype and validate new capabilities at scale
• Support production systems and incident response
• Extend Vultr’s control plane to integrate networking features

Principal Software Engineer – Cloud Networking

DevOps Engineer

• Operate and scale Vultr’s control plane, ensuring availability, correctness, and performance across global datacenters.
• Design, implement, and maintain automation to manage hypervisor fleets (KVM, QEMU, libvirt) and supporting infrastructure at scale.
• Develop tooling and automation for Open vSwitch (OVS), BGP routing, and other networking components to ensure resilient and self-healing network operations.
• Continuously analyze and improve system performance across compute, storage, and network layers, with an emphasis on reducing toil and eliminating single points of failure.
• Implement advanced monitoring, logging, and tracing solutions (Grafana, Sentry, SumoLogic) while leading incident response to minimize impact and drive postmortem culture.
• Maintain and evolve infrastructure pipelines (GitLab CI/CD, Puppet) to enable safe, fast, and reliable changes to both control plane and hypervisor infrastructure.
• Work closely with Software Engineers, Network Engineers, and Product teams to align platform reliability with business and user needs.
• Produce clear technical documentation for runbooks, operational procedures, and automation frameworks to improve team efficiency and reliability standards.
• Coach and mentor team members in best practices for site reliability, incident handling, automation, and low-level Linux systems debugging.

Senior Site Reliability Engineer, Core Cloud Engineering

Recruitment

• Draft, post, and manage job descriptions in partnership with hiring managers and the Talent Acquisition team.
• Screen and triage incoming resumes and applications to identify qualified candidates.
• Coordinate and schedule interviews across multiple time zones, ensuring a seamless experience for all parties.
• Screen/interview and process candidates as needed for various roles across the business.
• Prepare and send offer letters and employment agreements in alignment with company guidelines.
• Conduct reference checks and background checks as required.
• Maintain data integrity within the Applicant Tracking System (ATS) by ensuring all candidate information, workflows, and documentation are up to date. ATS is Ashby.
• Build, update, and maintain recruitment dashboards to support data-driven decision-making.
• Contribute to continuous improvement initiatives by identifying process gaps and recommending operational improvements.
• Ensure compliance with company policies and applicable employment laws throughout the recruitment process.

Vice President, Customer Success

Principal Software Engineer – Cloud Networking

Senior Site Reliability Engineer, Core Cloud Engineering

Talent Acquisition Coordinator