Senior Customer Success Manager

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. 
  

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.

Compensation Range: $130K - $145K