Customer Success Manager

About the Role We are looking for a Customer Success Manager (CSM) who will play a critical role in delivering exceptional value to our customers throughout their lifecycle, from onboarding to renewal and expansion. You'll drive product adoption, identify strategic growth opportunities, and ensure our customers achieve measurable business outcomes with CloudZero.

This role reports to the Director of Customer Success and is a key part of the go-to-market organization.

What You'll Do

• Customer Onboarding & Relationship Management

  • Lead post-sales customer engagement from kickoff through onboarding, adoption, renewal, and expansion.

  • Develop and maintain Joint Success Plans (JSPs) to align customer goals with CloudZero’s capabilities.

  • Serve as a strategic advisor to customer stakeholders — including executives — and articulate how CloudZero enables their cloud cost goals.

• Customer Outcomes & Retention

  • Proactively monitor customer health metrics and usage patterns to identify risks and opportunities.

  • Drive Executive Business Reviews (EBRs) to highlight business value, align on KPIs, and uncover new use cases.

  • Partner cross-functionally with Technical Account Managers (TAMs), Product, Engineering, and Sales to remove friction, resolve issues, and deliver value.

• Revenue Growth & Forecasting

  • Own all renewal negotiations and maintain accurate forecast reporting.

  • Identify and execute expansion opportunities by partnering with FAMs (FinOps Account Managers).

  • Deliver on gross and net revenue retention targets, customer satisfaction (NPS/CSAT), and platform adoption KPIs.

• Enablement & Internal Collaboration

  • Develop playbooks and runbooks for onboarding, adoption, renewals, and expansion.

  • Collaborate with Sales and Solution Engineers during pre-sales to ensure successful customer handoffs and long-term value realization.

  • Advocate for customer needs internally and influence roadmap priorities with Product and Engineering teams.

About You

If you’re passionate about customer outcomes, cloud technologies, and scaling high-impact teams, we’d love to talk!

• 5+ years in Customer Success, Account Management, or Sales roles at a B2B SaaS company, ideally with startup experience.

• Proven track record managing a quota and driving high retention, expansion, and customer satisfaction. Experience running Executive Business Reviews and influencing stakeholders at all levels, including the C-suite.

• Comfortable building and maintaining Joint Success Plans and working without rigid playbooks in a fast-paced, evolving environment.

• Data-driven mindset with the ability to analyze customer health signals and drive proactive actions.

• Entrepreneurial spirit and self-starter who thrives in ambiguity and cross-functional collaboration.

• Strong communication and presentation skills for both business and technical audiences.

• Bachelor's degree required.

Please note: CloudZero is unable to sponsor employment visas or provide immigration-related support now or in the future. All candidates must have current, unrestricted authorization to work in the United States permanently.