CloudZero

Customer Success Manager

• Own customer relationships and the customer journey from onboarding through renewal and expansion
• Drive customer adoption, retention, expansion, net revenue retention, low churn, and customer satisfaction
• Build relationships and serve as a strategic partner to customer stakeholders, including C-suite executives
• Carry and manage a book of 30 to 50 accounts
• Partner with Technical Account Managers on customer success plans, executive business reviews, and Joint Success Plans
• Work toward customers' SMART goals and make achieved ROI clear and defensible
• Identify and mitigate risk, manage renewals, and forecast customer health and revenue in Salesforce
• Own expansion opportunities and upsell motions, including full-cycle contract negotiations
• Partner with RevOps, Finance, and Deal Desk to structure, approve, and sign contracts on time
• Use AI to automate repeatable work and contribute developed workflows to the team
• Help manage escalations by keeping customers informed and connecting them with the appropriate teams
• Develop deep understanding of customer business problems and advocate internally with Product, Support, and other teams
• Collaborate with Sales, TAMs, Support, Product, and Engineering
• Report to the Manager of Customer Success

Senior Customer Success Manager