Senior Customer Success Manager

About the role

CloudZero is hiring a Senior Customer Success Manager to own the end‑to‑end customer journey from onboarding through renewal and expansion on its AI‑ROI SaaS platform. Reporting to the Manager of Customer Success, you will partner closely with Technical Account Managers, Sales, Support, Product and Engineering to ensure customers achieve measurable business outcomes.

Key responsibilities

• Own a portfolio of 30‑50 accounts, driving adoption, retention, high net revenue retention and expansion.
• Partner with TAMs to create and execute success plans, executive business reviews and joint success plans aligned with customers’ SMART goals.
• Identify and mitigate risk, manage renewals, forecast health and revenue in Salesforce, and lead full‑cycle upsell negotiations.
• Leverage AI to automate repeatable tasks such as account prep, health checks and reporting, and share automations with the team.
• Escalate issues appropriately, keeping customers informed while TAMs and Support resolve technical problems.
• Advocate for customers internally on product, support and engineering priorities.

Required profile

• 5+ years in customer‑facing roles within B2B SaaS, with proven success managing renewals, adoption and expansion.
• Experience working against quota or revenue‑related KPIs and comfortable with consumption‑based pricing conversations.
• Demonstrated personal use of AI to build or automate workflows, with concrete examples to share.
• Strong written and verbal communication skills, able to articulate complex ideas to both technical and business audiences.
• Willingness to travel as needed and to work across time zones with customers in North America, Europe and Latin America.

Required skills

• Salesforce for opportunity, renewal and expansion management.
• AI and large language model (LLM) workflow automation.
• Cloud technologies and enterprise application knowledge.
• BI/analytics, big data and data‑management concepts.
• FinOps and consumption‑or usage‑based pricing expertise.
• Experience with AWS Marketplace.