CloudZero

Senior Customer Success Manager

Boston
March 1, 2026
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Deadline date:

Job Description

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.

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