VP, Customer Success

About the Role:
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.

What You'll Do:

• 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.

What You Bring:

You are an accomplished Customer Success leader with experience leading globally dispersed, remote, and hybrid teams - driving software adoption and value realization in a highly technical B2B SaaS environment, with strong collaboration and trusted partnerships across the business. You enjoy working hands-on with customers, but also find passion in building and scaling highly functional teams.

You bring a strong sense of ownership and accountability for outcomes, and are energized by an evolving, dynamic, and execution focused environment.

• 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.

Please note: CloudZero is unable to sponsor employment visas. Candidates must have permanent authorization to work in the United States without the need for current or future sponsorship.