Customer Success Manager

Position Overview At MontyCloud, we believe cloud operations should be intelligently automated and remarkably simple. We’re an ambitious, execution-focused team redefining how organizations operate in the cloud. We work with a strong sense of ownership, a bias for action, and a commitment to delivering real value for our customers. As we continue to scale, we're looking for someone who thrives in a collaborative environment and is excited to help shape what comes next. As a Senior Customer Success Manager (Sr. CSE) at MontyCloud, you will own the post-sales lifecycle, business strategy, and ultimate preservation of Gross Revenue Retention (GRR) across a dedicated book of business. Reporting to the Head of Customer Success, you will serve as a strategic adviser, guiding customers from initial onboarding through maturity, ensuring they unlock measurable business value within their first 90 days. This role is not about executing ad-hoc support; it is about building a scalable, data-driven engagement model. You will champion a bifurcated playbook approach—meticulously managing organic paying accounts via proactive success milestones, while running strategic evaluation playbooks to transition subsidized cloud-hyperscaler program accounts into long-term paying customers. Key Responsibilities Drive Retention & Expansion: Own the ultimate net-revenue health, growth, and renewal cycle for a designated segment of mid-market and strategic enterprise accounts, while working with Sales Team by providing CSQLs (Customer Success Qualified Leads). Accelerate Time-to-Value: Orchestrate structured customer lifecycles to guarantee clear, quantifiable operational ROI within 90 days of tenant activation. Execute Targeted Account Playbooks: Manage standard customer health scores and execute structured success plays for organic accounts. Seamlessly pivot to run rigorous, extended-alignment playbooks for subsidized customer cohorts to prove critical value. Champion Data-Driven Insights: Leverage platform utilization data, tenant activation velocity, and conversation intelligence tools to proactively predict churn and optimize account health. Scale the CS Function: Move away from a traditional "white-glove" reactive model by embracing automation, automated workflows, and standardized playbooks to handle high growth efficiently. Cross-Functional Collaboration: Partner with Solutions Engineering (SEs) on technical expansion opportunities, and collaborate with Marketing on automated, proactive user-education campaigns to drive feature adoption. Requirements 5+ years of experience as a CSM, Account Manager, or equivalent role in B2B SaaS (Cloud Management, DevOps, or Infrastructure spaces preferred). Proven track record of managing renewal metrics and maintaining a world-class GRR (90%+ range). Experience navigating cloud ecosystems (AWS partner network programs, credits, or cloud marketplaces is a massive plus). Analytical mindset with experience operationalizing CS data platforms, customer health scorecards, and digital-touch methodologies. Strong executive presence with the ability to turn technical product metrics into business value stories for customer leadership. Why You’ll Love Working Here Join a high-caliber team that values ownership, collaboration, and delivering exceptional customer outcomes Play a key role in shaping our demand engine and influencing our growth trajectory Work on a differentiated product in a rapidly evolving cloud operations market Be part of an environment that encourages bold ideas, thoughtful experimentation, and a bias for action Competitive compensation, equity, and benefits #J-18808-Ljbffr Alumni Ventures