Senior Customer Success Manager

About the RoleCloudZero is hiring a Senior 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, 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. They go 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 we hold our own AI spend to the same return test we ask of our customers. Our 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. That work was built by the team, not handed to them. We are looking for someone who already works this way and can show us what they have built, automated, or changed about how they work. If AI is something you have been meaning to get to, this is not the right seat.Success will be measured by high net revenue retention, low churn, strong adoption, and high customer satisfaction.What You'll DoOwn 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.)What You BringYou're a 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. You enjoy being hands-on with customers while also contributing to scalable processes and playbooks. You thrive in fast-paced environments, hold yourself accountable to KPIs, and are passionate about helping customers realize measurable value. You are scrappy and flexible, and you adjust when the plan changes.5+ years in customer-facing roles within a SaaS companyProven success managing renewals, driving adoption, and leading expansion conversationsExperience working against a quota or revenue-related KPIsDemonstrated 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 itWorking knowledge of Salesforce for managing opportunities, renewals, and expansionsExcellent written and verbal communication skills, with the ability to articulate complex ideas clearly to technical and business audiencesSkilled in building customer-facing assets like success plans and value reviewsProven ability to thrive in a fast-paced, constantly evolving, high-growth environment as a quick and highly adaptable learnerComfort working across time zones with a distributed team and customers in North America, Europe, and Latin AmericaWillingness to travel as neededHow We WorkOur values shape how we make decisions, how we treat each other, and how we show up for customers.Delight the customer. Start from their problem, not our roadmap.Nothing is sacred. Test your assumptions against real data and real behavior.Less is more. Simpler usually wins.Commit and iterate. Ship, learn, improve.We, not I. Pull people in early. Share credit.Wait for no one. You are empowered to act.Own the outcome. Know what done looks like, surface blockers early, close the loop.We practice radical candor. We care personally and we challenge ourselves directly, with each other and with our customers. That means you will get real feedback early rather than a polite version of it later, and we expect the same from you, including when the person across from you is more senior. We tell customers the truth about what we can and cannot do. We surface a problem while it is still small. If you have worked somewhere that confused being nice with being kind, this will feel different, and better.We are looking for someone who recognizes themselves in this, because it is how we deliver internally and externally.Your SuperpowersCustomer first. Building relationships, understanding customer needs, and knowing how we are delivering value.AI native. You have already rebuilt parts of your own workflow with AI, and you reach for it by instinct rather than by reminder.Collaborative. You pull the right people in early and you share credit.Direct. You say the hard thing early, kindly, and you want to hear it too.Keen listener possessing the "empathy gene"Having a "why not" mentality fueled by an innate curiosity to learn and apply technology to solve real world business problemsBeing able to keep many balls up in the air and prioritizing the important onesForesight to envision systems and repeatable processes that save time and improve qualityYour CurrenciesExcellence: You like to set goals and hit them. Numbers matter and you take them seriously.Building something new: You're a direction setter and are comfortable with ambiguity. You like looking back after 6 months knowing that what you do today is more efficient than what you did back then.Relationships: You get joy from seeing others succeed.Coachability: Our team gives each other direct feedback and coaches one another. You want that, and you give it back.BonusProven success managing customers in a Customer Success / Account Management / Consulting role (B2B SaaS experience is a plus); 5+ yearsExperience with enterprise relationship developmentKnowledge of cloud technologies and/or experience in enterprise applications, BI/analytics, big data, data management solutions, FinOps understanding a plusExperience building your own automations, skills, or agents, no engineering background requiredExperience with AI and LLM spend, or with customers working to justify AI investmentExperience selling or supporting through AWS MarketplaceAbout CloudZeroCloudZero is the AI ROI Company. We built the financial control plane for AI: the system finance, IT, and engineering use to connect every AI dollar to the outcome it produced. Across every provider. In real time.AI spend is the fastest-growing line on enterprise P&Ls and the least understood. Only 14% of CFOs can prove AI ROI today. CloudZero answers the question no one else can: what did it cost to produce this outcome, for this customer, on this model.The largest cloud spenders on the planet already run on CloudZero, including Coinbase, Duolingo, DoorDash, and Shutterstock. We processed 14 trillion billing events in the last twelve months. We're the first listed partner on Anthropic's cost and usage API. We've raised over $119 million, including a$56 million Series C backed by leading venture capital firms.Why Join Our Team? At CloudZero, you’ll find a collaborative, fast-moving environment where your work makes a direct impact. We’re a team that values ownership, creativity, and curiosity — and we’re tackling some of the most complex challenges in the cloud space. If you’re excited by working with cutting-edge technology, driving meaningful outcomes, and growing with a company that’s scaling fast, we’d love to hear from you!Compensation Range: $130K - $155KLocationBoston, MAAddressBoston, MAEmployment TypeFull timeLocation TypeHybridDepartmentCustomer SuccessCompensationBase Salary $130K – $155K • Offers Equity • Offers Commission