Senior Customer Success Manager

CloudZero • Boston, MA

18d

About The Position

CloudZero is hiring a 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, TAMs, Product, and Engineering to ensure customers achieve targeted business outcomes, strong return-on-investment (ROI and have a world-class experience.
We're looking for a commercially minded Customer Success leader who cares deeply about customer outcomes and isn’t afraid of a number. You’re comfortable owning renewals and expansions, navigating executive conversations, and translating product value into real business impact. You like being close to customers, but you also think in systems, looking for patterns, playbooks, and better ways to scale what works.
This role reports to the Director of Customer Success. Success will be measured by high net revenue retention, low churn, strong adoption, and high customer satisfaction.

Requirements

• 5+ years of experience in customer-facing roles within a B2B SaaS environment, with demonstrated ownership of renewals, expansion, and customer outcomes
• Comfort operating against revenue targets or KPIs, including leading commercial conversations and negotiations
• Strong ability to build trusted relationships with both technical and business stakeholders, including executive-level partners
• Clear, confident communicator who can translate complex concepts into actionable, customer-relevant value
• Experience creating and using customer-facing assets such as success plans, value reviews, and playbooks
• Data- and outcomes-driven mindset with a strong sense of accountability and ownership
• Thrives in fast-paced, evolving environments; adaptable, curious, and comfortable with ambiguity
• Strong prioritization skills and the ability to manage multiple initiatives without losing focus on what matters most
• Willingness to travel as needed.

Nice To Haves

• Experience supporting enterprise customers in Customer Success, Account Management, or Consulting roles
• Familiarity with cloud technologies, enterprise software, analytics/data platforms, or FinOps concepts

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.
• Collaborate cross-functionally to drive customer success plans, executive business reviews, and product value realization.
• Identify and mitigate risk, manage renewals, and accurately forecast customer health and revenue.
• Own expansion opportunities and upsell motions within your accounts, including full-cycle contract negotiations
• Build and maintain CS playbooks, joint success plans, and reporting frameworks.
• Develop a deep understanding of the business problems customers are trying to solve and advocate internally on their behalf (e.g. product, support, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed