About the Role
CloudZero is seeking a Director of Customer Success (Account Management) who isn’t afraid to get into the weeds, think creatively, and lead from the front. This is not just a customer-facing role—it’s a cross-functional leadership position where you’ll work directly with Engineering, Product, Sales, and the entire go-to-market team to deliver real, measurable outcomes for our customers.

We want someone who can own customer adoption and expansion strategy while rolling up their sleeves to help customers solve complex challenges. You’ll foster a culture of relentless problem-solving, accountability, and customer-centricity, ensuring our platform is fully adopted and delivering value at scale.

You’ll report to the SVP of Customer Success and help scale our post-sales organization, driving strategy and execution while collaborating deeply across the company to continually improve how we serve our customers.

Success in this role will be measured by:

• Driving strong adoption of the CloudZero platform

• Achieving high net revenue retention (NRR)

• Maintaining a low churn rate

• Consistently delivering outstanding customer satisfaction (CSAT) and Net Promoter Scores (NPS)

About You
You’re not just a leader—you’re a builder, a doer, and a connector. You have a proven track record of delivering customer success in B2B SaaS but don’t just want to manage from afar. You’re energized by jumping into the details with your team and your customers, understanding their challenges, and accelerating customer value realization.

You believe that driving adoption is about more than just training—it's about partnership, vision, and demonstrating value at every step. You’re just as comfortable on a call with a customer’s engineering team as you are presenting a strategic roadmap to their executives.

You understand that great customer success relies on strong collaboration across every department, with a particular focus on partnering closely with Product and Engineering to help shape our roadmap around real customer needs.

What You’ll Do:

• Drive Customer Adoption: Be laser-focused on ensuring customers deeply adopt and rely on CloudZero. Understand their business, their engineering workflows, and tailor strategies to help them realize value fast.
  Get in the Weeds: Personally engage with customers when needed—join strategic meetings, troubleshoot adoption challenges, and model best practices for your team.

• Partner Across the Company: Act as a critical bridge between customers and our Product and Engineering teams. Advocate for customer needs, influence our roadmap, and ensure the platform evolves to deliver exceptional value.

• Lead with Creativity: Develop and execute innovative strategies and playbooks to scale Customer Success, drive adoption, and maximize account growth.

• Own Renewals and Expansion: Proactively manage renewals and identify opportunities for account growth, ensuring commercial goals are met.

• Build and Develop a High-Performing Team: Recruit, mentor, and inspire Customer Success Managers and Leaders who share your bias for action and customer-first mindset.

• Champion the Customer Voice: Gather feedback regularly, share insights across CloudZero, and collaborate cross-functionally to improve the customer experience and our platform.

• Collaborate Closely with Sales: Ensure alignment in acquisition strategy, smooth handoffs, and a unified approach to long-term customer success.

• Drive Continuous Improvement: Relentlessly look for ways to improve our processes, tools, and approach to better serve our customers and scale our impact.
  

• 10+ years of experience in customer-facing leadership roles within a B2B software organization (ideally SaaS).

• Demonstrated success in Customer Success, Account Management, Technical Account Management, and/or Professional Services leadership roles.

• A track record of creatively solving customer challenges and driving meaningful adoption of complex software platforms.

• Proven ability to partner effectively with Engineering and Product teams, translating customer needs into actionable improvements.

• Experience designing and scaling modern Customer Success processes, methodologies, and tooling (experience with Gainsight or equivalent is a plus).

• Strong commercial acumen, with success managing renewals, upsells, and revenue retention.

• A metrics-driven mindset with experience managing performance against defined KPIs, including NRR and customer health metrics.

• Exceptional interpersonal skills, capable of building trusted relationships across customer organizations, from end users to senior executives.

• Excellent communication skills, both written and verbal, with the ability to present to and influence diverse audiences.

Please note: CloudZero is unable to sponsor employment visas or provide immigration-related support now or in the future. All candidates must have current, unrestricted authorization to work in the United States permanently.