VP, Customer Success

CloudZero, Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• CloudZero is seeking a visionary and results-oriented VP of Customer Success to establish and lead our Customer Success organization, driving unparalleled levels of customer adoption, expansion, and retention. This pivotal executive role will serve as a crucial partner to our Research & Development and Go-To-Market (GTM) teams, ensuring the customer's voice is not just heard but deeply integrated into every facet of our business and market strategy.
• Reporting directly to the CEO, a primary objective of this position will be to cultivate a culture centered on delivering tangible positive business outcomes and an exceptional experience for our growing base of over 250 customers. You will be instrumental in owning and achieving critical retention and expansion targets by fostering deep product adoption, nurturing enduring customer relationships, and maintaining consistently high levels of customer satisfaction across our innovative SaaS platform.
• Your responsibilities will encompass effectively communicating the unique value proposition of the CloudZero platform and adeptly applying it to solve specific customer business challenges. A core focus will be ensuring that every customer derives maximum value from their investment and adoption of the CloudZero platform.
• You will be accountable for the renewal of customer contracts, proactively identifying and pursuing opportunities for revenue expansion within the existing customer base.
• A significant aspect of this role involves leading, motivating, actively coaching, and developing our customer-facing teams, including FinOps Account Managers (FAMs) and Customer Success Managers (CSMs).
• You will be tasked with developing and executing a comprehensive strategy for scaling our Customer Success operations, which includes building and managing robust teams responsible for onboarding, adoption, renewals, and expansion initiatives at scale.
• Managing the end-to-end customer experience and journey is paramount, from the initial sales handoff through post-sales onboarding, sustained adoption, and continued engagement leading up to renewals and expansion opportunities.
• You will engage directly with customers globally to drive their adoption and value realization, simultaneously identifying areas for enhancement within our platform, organization, and operational processes.
• Acting as a dedicated customer advocate, you will serve as a trusted partner to our R&D and GTM teams, ensuring that the appropriate priority and technical resources are allocated to maximize the effectiveness of customer success activities.
• This includes translating complex customer needs into actionable insights and strategic priorities, thereby ensuring a seamless and cohesive customer journey in close collaboration with R&D and GTM stakeholders.
• You will forge a strong partnership with the Sales team to support new customer acquisition while simultaneously ensuring that these new customers are optimally set up for success from day one.
• A key deliverable will be the creation and optimization of Customer Success processes, playbooks, and key performance metrics (e.g., retention rates, Net Revenue Retention (NRR), customer health scores, product adoption metrics).
• You will collaborate closely with CS Operations to enhance our tooling, reporting capabilities, and overall scalability of our customer success function.
• Accurately forecasting customer risk and identifying growth opportunities with transparency and reliability will be essential.
• This role demands a leader who is comfortable working hands-on with customers to understand their challenges and opportunities, while also possessing a passion for building, scaling, and empowering highly functional, high-performing teams.
• You will embody a strong sense of ownership and accountability for achieving desired outcomes, thriving in an evolving, dynamic, and execution-focused environment.
• Your strategic vision will guide the development of best practices in customer success, ensuring that CloudZero is recognized for its commitment to customer value and partnership.
• This role is critical in shaping the future of CloudZero by ensuring our customers achieve their desired business outcomes through the effective use of our platform, thereby driving sustainable growth and market leadership.

🎯 Requirements

• 15+ years of experience in Customer Success, Account Management, or related roles within technical B2B SaaS companies.
• Proven track record of leading, building, and developing a global customer success organization with demonstrated success in exceptional customer retention and revenue generation.
• Strong background working with complex, technical software products, ideally in Cloud, DevOps, Infrastructure, or FinOps.
• Exceptional cross-functional collaborator with deep experience partnering with Product, Engineering, Marketing, Sales, and Finance teams.

🏖️ Benefits

• Competitive salary and equity package.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Remote work flexibility.

Skills & Technologies

Remote

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CloudZero, Inc.

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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.

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