Customer Success Manager

Boston, MA, United States

Cloud cost management is one of the biggest challenges organizations face today. As cloud adoption continues to accelerate, so do the complexities and costs associated with it — and macroeconomic conditions only increase pressure to prove cloud efficiency. That’s why we built CloudZero: a SaaS platform at the intersection of next-generation cloud cost management and FinOps. CloudZero ingests billing and usage data from all cloud, SaaS, and PaaS providers, organizes it in real time according to our customers’ business structures, lets customers view it at any level of time or resource granularity, and ultimately empowers them to make more informed business decisions.

Since our founding in 2016, our mission has been to make efficient innovation a reality for every cloud-driven organization. At CloudZero, we believe every engineering decision is a buying decision, yet the cost conversation often bypasses the engineers who drive those determinations. To solve this, we’ve built a dynamic, single-page application that answers the complex, data-heavy questions every cloud-based organization needs to ask if they want to grow their company profitably.

To date, we’ve raised over $52 million (https://www.cloudzero.com/press-releases/20230612) from leading venture capital firms across the country. We’re solving problems of massive scale, business importance, and complexity in a space that needs it more than ever. We’re growing rapidly and would love for you to be a part of it!

About the Role:

CloudZero is looking for Customer Success Manager (that will join our team in August) to support the growth of the Customer Success organization and help drive best in class levels of adoption, expansion and retention for our customers. A key focal point for the role will be driving a culture of delivering positive business outcomes and an incredible experience for our customers. This role will report into the Director of Customer Success.

Performance for the role will be measured by delivering high net revenue retention, low customer logo churn, high software adoption and high customer satisfaction/net promoter scores for our SaaS platform.

About You:

You are an accomplished Customer Success sales professional with experience in driving software adoption, value realization, and expansion in a B2B SaaS startup software environment. You enjoy working hands-on with customers, speaking to Executive suites, negotiating contracts, but also have a passion for building and scaling teams. You hold yourself accountable for delivering business results for the company and their customers and don’t shy away from quotas and goals resulting in exceptional Gross and Net numbers.

You Will:

Your journey starts with our customers from the sales handoff and through post-sales onboarding and continues through renewal and expansion. You will drive outcomes through responsibilities tied to:

Client Relationship Management:

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 through kickoff to expansion

Maintain and create customers Joint Success Plans with TAMs

Maintain and create playbooks, run books, and sales plays

Drive Executive Business Reviews and be comfortable talking to CSuite Executives

Drive value realization events by partnering with the TAMs (Technical Account Managers / FinOps Account Managers) to ultimately drive product expansion.

Be a customer advocate to ensure the right priority and technical resources are being applied to maximize customer success activities, including working closely with Engineering and Product Management.

Partner closely with the Sales and Solution Engineers to support new sales, and to make sure customers being signed are set up for success

Gross Retention

Meet with customers to drive their adoption and value realization, and to identify areas of improvement for our platform, organization, and process.

Analyze usage patterns and metrics to identify at-risk account and formulate proactive retention strategies

Own all renewals, negotiations, and be able to forecast accurately on a recurring basis to achieve targets

Net Retention

Own all revenue expansion within assigned accounts and keep an accurate forecast

Implement initiatives to reduce churn and increase the lifetime value of each customer

Work closely with FAMs to understand expansion potential and tie back to customers JSP

Generate reports and insights to share with internal stakeholders, highlighting successes and areas for improvement

Requirements

5+ years’ experience both as an individual contributor and a leader in customer-facing organizations in a software company (ideally SaaS).

Experience with sales or account management work holding a quota deliverable role and exceeding metrics

Self learner and self starter, thriving in a fast and ever changing environment

Comfort in building and maintaining joint success plans, play books, and risk reports

Comfort level working in a metric-driven environment, including reporting on and improving business performance against a set of monthly KPIs and metrics.

Experience closing and negotiating business in an upsell motion

Strong client relationship skills and ability to interact at all levels of the organization.

Excellent verbal and written communication and presentation skills for both technical and business concepts.

Bachelor’s Degree required.

Equal Opportunity Employer

CloudZero is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status or disability status. All job offers are contingent upon the candidate passing background and reference checks.