VP, Customer Success

CloudZero

About The Position

CloudZero is looking for a VP to build and lead our Customer Success organization and drive best-in-class levels of adoption, expansion, and retention for our customers. This leader will be a critical executive partner to our R&D and GTM teams, working in tandem to ensure the voice of the customer is deeply embedded across the business and the marketplace. Reporting to the CEO, a key focal point for the role will be driving a culture of delivering positive business outcomes and an incredible experience for our 250+ customers. This leader will own retention and expansion outcomes by driving deep product adoption, durable customer relationships, and consistently high customer satisfaction across our SaaS platform.

Requirements

15+ years of experience in Customer Success, Account Management, or related roles within technical B2B SaaS companies.
Previous leadership experience in leading, building, and developing a global customer success org with a demonstrated track record in exceptional customer retention and revenue generation.
Proven track record of meeting quarterly and annual renewal rates & satisfaction metrics.
Exceptional cross-functional collaborator with deep experience partnering with Product, Engineering, Marketing, Sales, and Finance teams.
Demonstrated ability to be both strategic and hands-on with customers and teams.
Strong background working with complex, technical software products, ideally in Cloud, DevOps, Infrastructure, or FinOps.
Strong technical product knowledge and how to best use and deploy SaaS solutions.
Data-driven leader with strong operational and analytical skills, including reporting on and improving business performance against a set of monthly KPIs and metrics.
Proven record of using customer data to identify trends that accelerate adoption or mitigate churn.
Experience with the sales and delivery of paid service offerings and revenue management.
Experience with modern customer success processes, strategies, and tools (e.g., Gainsight).
Possess engaging and influential presentation skills and credibility with all levels, including C-level executives.
Excellent interpersonal skills and the confidence to be an honest advocate, with the ability to push back when needed.

Responsibilities

Communicate the value proposition for the CloudZero platform and understand how it can be applied to address specific customer business outcomes.
Ensure customers are getting value from the adoption of the CloudZero platform.
Renew customer contracts, looking for opportunities for revenue expansion.
Lead, motivate, actively coach and grow the customer-facing FinOps Account Management (FAM) and Customer Success Management (CSM) teams.
Develop a strategy for scaling Customer Success, including building and managing teams for on-boarding, adoption, renewals and expansion at scale.
Manage the customer experience and journey - from sales handoff through post-sales on-boarding and adoption, and continued customer engagement through renewals and expansion.
Meet with customers globally to drive their adoption and value realization, and to identify areas of improvement for our platform, organization, and process.
Be a customer advocate and act as a trusted partner to R&D and GTM teams by ensuring the right priority and technical resources are being applied to maximize customer success activities
Translating customer needs into actionable insights and priorities; ensuring a cohesive customer journey in partnership with R&D and GTM stakeholders.
Partner closely with the Sales to support new sales while making sure customers are set up for success.
Build and optimize Customer Success processes, playbooks, and metrics (e.g., retention, NRR, health scores, adoption).
Partner closely with CS Operations to improve tooling, reporting, and scalability.
Forecast customer risk and growth opportunities with accuracy and transparency.