Senior Customer Success Manager

Senior Customer Success Manager About the Role: CloudZero is growing fast, and our enterprise customer base is getting more complex. As a Senior Customer Success Manager, you'll own the full lifecycle of a portfolio of B2B SaaS accounts from onboarding through renewal and expansion. You'll act as a strategic partner to engineering and finance teams, helping them understand and optimize cloud spend while driving long-term adoption, retention, and growth. This is a commercially accountable role. You'll be responsible for net revenue retention, executive relationships, renewal outcomes, and identifying expansion opportunities — not just maintaining relationships. You'll partner closely with Sales, TAMs/FAMs, Product, and Engineering, and you'll be expected to bring structure and ownership to a fast-moving environment. Success in this role looks like strong net revenue retention, high customer engagement, and consistent renewal and expansion performance. What You'll Do: - Own renewals and expansion across your book of business, with accountability for revenue targets and forecasting - Build trusted relationships with technical leaders and executive buyers, including leading Executive Business Reviews (EBRs/QBRs) - Translate product adoption and usage data into clear business outcomes and ROI for customers - Proactively monitor customer health, identify adoption gaps or churn risk, and navigate difficult conversations while maintaining trust - Manage complex enterprise accounts with multiple stakeholders across engineering and finance - Partner cross-functionally with Sales, Product, and Technical teams to resolve customer challenges and drive alignment - Help build repeatable processes and playbooks as we scale What You Bring: - Proven B2B SaaS Customer Success experience managing a book of business - Direct ownership of renewals and expansion revenue - Experience running executive-level customer conversations - A track record managing enterprise or complex, multi-stakeholder accounts - Ability to connect product adoption to measurable business value - Experience forecasting and managing revenue outcomes - Comfort operating in high-growth, evolving environments where not everything is defined Bonus if you have... - Experience with cloud infrastructure, FinOps, or DevOps-adjacent platforms - Background working with technical buyers (engineering, platform, or cloud teams) - Exposure to usage-based SaaS or data platforms - Experience contributing to CS playbooks, frameworks, or scaling initiatives Please note: CloudZero is unable to sponsor employment visas. Candidates must have permanent authorization to work in the United States without the need for current or future sponsorship.