Senior Customer Success Manager

CloudZero•Boston, MA

7d•$130,000 - $155,000

About The Position

CloudZero is hiring a Senior Customer Success Manager to join their growing CS team. In this role, you will own customer relationships from onboarding through renewal, driving adoption, retention, and expansion across their SaaS platform. You will 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, who goes 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 they hold their own AI spend to the same return test they ask of their customers. Their 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. Success will be measured by high net revenue retention, low churn, strong adoption, and high customer satisfaction.

Requirements

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.
Enjoy being hands-on with customers while also contributing to scalable processes and playbooks.
Thrive in fast-paced environments, hold yourself accountable to KPIs, and are passionate about helping customers realize measurable value.
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

Nice To Haves

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

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.)