Senior Customer Success Manager at CloudZero in Boston, MA

Job description

• Application
• CloudZero is hiring a Senior Customer Success Manager to join our growing CS team this year. In this role, you'll own customer relationships from onboarding through renewal, driving adoption, retention, and expansion across our SaaS platform. You'll work closely with Sales, Technical Account Managers (TAMs), Support, Product, and Engineering to ensure customers achieve targeted business outcomes, strong return-on-investment (ROI) and have a world-class experience. This role reports to the Manager of Customer Success.
• Your closest partner is your TAM. They go deep on the technical relationship and the data behind the value story. You own the relationship, the business outcome, and the renewal. You will carry a book of 30 to 50 accounts.
• This is an AI native team. CloudZero is the AI ROI company, and we hold our own AI spend to the same return test we ask of our customers. Our CS team has built its own library of AI skills that automate the repeatable parts of the job, from account prep and health checks to onboarding and reporting. That work was built by the team, not handed to them. We are looking for someone who already works this way and can show us what they have built, automated, or changed about how they work. If AI is something you have been meaning to get to, this is not the right seat.
• Success will be measured by high net revenue retention, low churn, strong adoption, and high customer satisfaction.

Responsibilities

• 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.
• Partner with your TAM on customer success plans, executive business reviews, and Joint Success Plans, working toward the customer's SMART goals so the ROI they have achieved is clear and defensible.
• Identify and mitigate risk, manage renewals, and accurately forecast customer health and revenue in Salesforce.
• Own expansion opportunities and upsell motions within your accounts, including full-cycle contract negotiations, partnering with RevOps, Finance, and Deal Desk to get contracts structured, approved, and signed on time.
• Use AI to extend what one person can cover. Automate the repeatable parts of your week so your time goes to customers, and contribute what you build back to the team.
• Help manage escalations by keeping the customer informed and connected to the right people. TAMs and Support own resolution.
• 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

• You're a results-driven Customer Success professional with experience in B2B SaaS; comfortable owning quotas, building executive relationships, and driving both renewals and expansions through commercial negotiations. You enjoy being hands-on with customers while also contributing to scalable processes and playbooks. You thrive in fast-paced environments, hold yourself accountable to KPIs, and are passionate about helping customers realize measurable value. You are scrappy and flexible, and you adjust when the plan changes.
• 5+ years in customer-facing roles within a SaaS company
• Proven success managing renewals, driving adoption, and leading expansion conversations
• Experience working against a quota or revenue-related KPIs
• Demonstrated personal adoption of AI in your daily work. Be ready to walk us through the specific workflows you have rebuilt, what you automated, and what it gave back to you. We are looking for genuine fluency and real curiosity, not familiarity with a tool list.
• Comfort with consumption or usage based pricing, and the conversations that come with it
• Working knowledge of Salesforce for managing opportunities, renewals, and expansions
• Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly to technical and business audiences
• Skilled in building customer-facing assets like success plans and value reviews
• Proven ability to thrive in a fast-paced, constantly evolving, high-growth environment as a quick and highly adaptable learner
• Comfort working across time zones with a distributed team and customers in North America, Europe, and Latin America
• Willingness to travel as needed
• Proven success managing customers in a Customer Success / Account Management / Consulting role (B2B SaaS experience is a plus); 5+ years
• Experience with enterprise relationship development
• Knowledge of cloud technologies and/or experience in enterprise applications, BI/analytics, big data, data management solutions, FinOps understanding a plus
• Experience building your own automations, skills, or agents, no engineering background required
• Experience with AI and LLM spend, or with customers working to justify AI investment
• Experience selling or supporting through AWS Marketplace

Skills

Required

• Customer Success
• B2B SaaS
• Renewals management
• Adoption driving
• Expansion conversations
• Quota/revenue KPI management
• AI adoption and workflow automation
• Consumption/usage based pricing
• Salesforce
• Communication (written and verbal)
• Adaptability in fast-paced environments
• Cross-time-zone collaboration

Preferred

• Enterprise relationship development
• Cloud technologies
• Enterprise applications
• BI/analytics
• Big data
• Data management solutions
• FinOps
• Building automations, skills, or agents