Senior Customer Success Manager

About the role

CloudZero 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.

Responsibilities

• Own 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.)

Requirements

• You'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.