Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 12, 2026
Full Job Description
📋 Description
- • CloudZero is seeking a highly motivated and commercially astute Senior Customer Success Manager to join our dynamic Customer Success team. In this pivotal role, you will be instrumental in guiding our valued customers through their entire lifecycle, from initial onboarding to successful renewal and expansion. Your primary objective will be to drive deep adoption of our innovative SaaS platform, foster unwavering customer retention, and identify opportunities for growth, ultimately ensuring our customers achieve their strategic business objectives and realize significant return on investment (ROI).
- • You will serve as a trusted advisor and strategic partner to a portfolio of customers, cultivating robust relationships with key stakeholders at all levels, including executive leadership. This involves understanding their unique business challenges, aligning CloudZero's capabilities with their goals, and proactively demonstrating the tangible value our platform delivers.
- • A core component of this role is cross-functional collaboration. You will work hand-in-hand with our Sales, Technical Account Management (TAM), Product, and Engineering teams to ensure a seamless and world-class customer experience. This collaborative effort is crucial for developing comprehensive customer success plans, preparing impactful executive business reviews (EBRs), and ensuring customers fully realize the intended product value.
- • A key responsibility will be to proactively identify and mitigate potential risks to customer retention and satisfaction. This includes closely monitoring customer health, accurately forecasting renewal outcomes and revenue, and managing the renewal process with a keen eye on commercial success. Your ability to navigate these complexities will be critical to maintaining high net revenue retention and minimizing churn.
- • Beyond retention, you will be empowered to identify and pursue expansion opportunities within your assigned accounts. This involves understanding customer needs for additional capabilities or services and effectively leading full-cycle contract negotiations to secure upsells and drive revenue growth. Your commercial acumen and negotiation skills will be vital in maximizing the lifetime value of our customer relationships.
- • You will play a significant role in shaping and scaling our Customer Success operations. This includes developing and refining Customer Success playbooks, creating collaborative joint success plans with customers, and establishing robust reporting frameworks to track progress and demonstrate value. Your insights will help us institutionalize best practices and ensure consistent, high-quality customer engagement.
- • A deep understanding of our customers' business problems is paramount. You will act as a strong internal advocate for customer needs, channeling feedback and requirements to our Product, Support, and other internal teams to drive continuous improvement and ensure our offerings remain aligned with market demands.
- • Success in this role will be measured by key performance indicators such as high net revenue retention, low churn rates, strong product adoption metrics, and consistently high levels of customer satisfaction. You will be expected to operate comfortably against revenue targets and KPIs, demonstrating a results-oriented approach.
- • We are looking for a leader who is passionate about customer outcomes, possesses strong commercial instincts, and is not daunted by revenue-focused responsibilities. You should be adept at navigating executive-level conversations, translating complex product features into clear business impact, and fostering a proactive, systems-thinking approach to scaling successful customer engagement strategies.
- • This role offers the opportunity to make a significant impact on CloudZero's growth trajectory by ensuring our customers are not just users, but successful partners who derive maximum value from our platform. You will be a key contributor to building a world-class Customer Success organization.
🎯 Requirements
- • Minimum of 5 years of experience in customer-facing roles within a B2B SaaS environment, with a proven track record of owning customer renewals, expansion, and overall customer outcomes.
- • Demonstrated comfort and success operating against revenue targets or KPIs, including experience leading commercial conversations and contract negotiations.
- • Strong ability to build trusted, long-term relationships with both technical and business stakeholders, including executive-level partners.
- • Excellent communication skills, with the ability to clearly and confidently translate complex concepts into actionable, customer-relevant value propositions.
- • Experience in creating and utilizing customer-facing assets such as success plans, value realization reviews, and standardized playbooks.
- • A data- and outcomes-driven mindset with a strong sense of accountability, ownership, and a proactive approach to problem-solving.
- • Ability to thrive in a fast-paced, evolving environment, demonstrating adaptability, curiosity, and comfort with ambiguity.
- • Strong prioritization skills and the capacity to manage multiple initiatives effectively without losing focus on critical objectives.
- • Willingness to travel as needed to meet with clients and attend industry events.
🏖️ Benefits
- • Competitive salary and performance-based bonus structure.
- • Comprehensive health, dental, and vision insurance plans.
- • Generous paid time off (PTO) and company holidays.
- • Opportunities for professional development and continuous learning.
- • Remote work flexibility, allowing for a healthy work-life balance.
- • Collaborative and supportive team environment with a focus on innovation and customer success.
Skills & Technologies
Senior
Remote
About CloudZero, Inc.
CloudZero provides a cloud cost intelligence platform that helps engineering and finance teams understand, manage, and optimize their cloud spending. Its solution offers real-time visibility into cloud costs, breaking them down by application, team, feature, or any business dimension. This allows organizations to identify cost anomalies, allocate costs accurately, and make data-driven decisions to reduce waste and improve efficiency. By connecting engineering metrics with financial data, CloudZero enables proactive cost management, fostering a culture of cost accountability across the organization and ensuring that cloud investments deliver maximum business value. It integrates with major cloud providers like AWS, Azure, and GCP.
