Strategic Account Manager (Customer Success)

$155,000 - $180,000/Yr

Cloudzero - Boston, MA

Full-time - Senior

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 the growth of its Customer Success organization. This role focuses on driving customer adoption, expansion, and retention, ensuring positive business outcomes and exceptional customer experiences. The position is pivotal in managing client relationships, driving value realization, and overseeing strategic renewals and expansions for key accounts in a B2B SaaS environment.

Responsibilities

• Drive customer adoption and value realization from the CloudZero platform.
• Maintain and create Joint Success Plans with Technical Account Managers (TAMs) and customer stakeholders.
• Conduct Executive Business Reviews and engage with C-Suite Executives.
• Analyze usage patterns to identify at-risk accounts and formulate retention strategies.
• Own all strategic customer renewals and negotiations, ensuring accurate forecasting.
• Implement initiatives to reduce churn and increase customer lifetime value.
• Generate reports and insights to share with internal stakeholders.

Requirements

• 10+ years of experience in customer-facing roles within a software company, ideally SaaS.
• Experience in sales or account management with a quota deliverable role.
• Self-starter with the ability to thrive in a fast-paced environment.
• Comfortable building and maintaining joint success plans and risk reports.
• Experience in a metric-driven environment, reporting on KPIs and metrics.
• Strong client relationship skills and ability to interact at all organizational levels.
• Excellent verbal and written communication skills.

Nice-to-haves

• AWS Cloud Practitioner Certification or higher certification
• Master's Degree or MBA preferred
• PMP Certification preferred

Benefits

• Competitive salary
• Remote work flexibility
• Opportunities for professional development
• Health insurance coverage
• 401k retirement plan