Strategic Account Manager (Customer Success) - CloudZero

Cloudzero - Boston, MA

Full-time

Boston, MA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

CloudZero is seeking a Strategic Customer Success Manager to enhance customer adoption, expansion, and retention within its Customer Success organization. This role focuses on delivering positive business outcomes and exceptional customer experiences, with performance metrics centered around net revenue retention, customer churn, software adoption, and customer satisfaction. The position reports to the Director of Customer Success and requires a proactive approach to managing client relationships and driving value realization for customers.

Responsibilities

• Communicate the value proposition for the CloudZero platform and understand its application to customer business outcomes.
• Ensure customers derive value from the CloudZero platform from kickoff to expansion.
• Maintain and create Joint Success Plans with Technical Account Managers (TAMs) and customer stakeholders.
• Develop playbooks, run books, and sales plays to guide customer interactions.
• Conduct Executive Business Reviews and engage with C-Suite Executives and stakeholders.
• Drive value realization events in collaboration with TAMs to promote product expansion.
• Advocate for customers to ensure appropriate resources are allocated for their success, working closely with Engineering and Product Management.
• Collaborate with Sales and Solution Engineers to support new sales and ensure customer success post-signing.
• Meet with customers to enhance adoption and value realization, identifying areas for improvement.
• Analyze usage patterns to identify at-risk accounts and formulate retention strategies.
• Own strategic customer renewals and negotiations, accurately forecasting recurring revenue targets.
• Manage revenue expansion within assigned accounts and maintain accurate forecasts.
• Implement initiatives to reduce churn and increase customer lifetime value.
• Work with TAMs to understand expansion potential and link it to customers' Joint Success Plans.
• Generate reports and insights for internal stakeholders, highlighting successes and areas for improvement.

Requirements

• 10+ years of experience in customer-facing roles within a software company, ideally in SaaS.
• Proven experience in sales or account management with a quota deliverable role, consistently exceeding metrics.
• Self-starter with the ability to thrive in a fast-paced, changing environment.
• Experience in building and maintaining joint success plans, playbooks, and risk reports across distributed teams.
• Comfortable working in a metric-driven environment, reporting on and improving performance against monthly KPIs.
• Experience in closing and negotiating upsell opportunities with large enterprise customers.
• Strong client relationship skills, capable of interacting at all organizational levels.
• Excellent verbal and written communication and presentation skills for both technical and business concepts.

Nice-to-haves

• AWS Cloud Practitioner Certification or higher certification
• Masters Degree or MBA preferred
• PMP Certification preferred