Customer Success Manager

About the company

The company is the financial control plane for infrastructure cost management. The infrastructure stack is rapidly changing as companies leverage cloud, SaaS and increasing AI vendors to run their companies. As a result there’s a need for these companies to better allocate, govern and forecast costs using a platform like the company.

Our platform is used first and foremost by developers who have been empowered to be held responsible for infrastructure efficiency but done in partnership with finance and FinOps teams. We provide engineering, finance, and FinOps teams with the tools they need to make informed decisions about their cloud infrastructure and ultimately their business.

We're a fast-growing, remote-first company building products for some of the most innovative technology companies in the world.

ABOUT THE ROLE

The company’s customer base is growing and, as a result, we’re looking to onboard another member to our customer success team. The company customer success team works with customers after they’ve already chosen to subscribe to the company. You’ll serve as your customer’s main point of contact after being introduced by a sales team member. You’ll lead your customers through onboarding, conduct training sessions, solicit ongoing product feedback, present business reviews, and be the voice of the customer in internal company meetings.

This role is more technical and product-oriented and you’ll be looked at as a subject matter expert from a customer perspective. Customer Success Managers currently work with customers from growth stage startups up to enterprises.

Our customers are technical in nature and require a high bar for people that they work with. If you enjoy infrastructure and working with companies to learn about their infrastructure in an effort to help them save money, this could be an ideal job for you.

WHAT YOU WILL DO

• You will own and lead the complete lifecycle of post sale customer engagement, including onboarding, adoption, value reviews, and renewal playbooks. As we scale, this will evolve

• Become a trusted advisor to the company customers, ensuring they maximize the benefit of the company solution

• Be the voice of the customer within the company organization, advocating on their behalf to drive timely resolution to support issues, feature enhancement requests, and issues representing friction to broader adoption

• Effectively engage at all levels of our customer organization and stakeholder personas to ensure a comprehensive, multi-threaded, engagement model

WHO WE'RE LOOKING FOR

• 3+ years of customer-centric industry experience as a Customer Success or Technical Account Manager across B2B tech or SaaS

• A strong communicator with exceptional attention to detail and an ability to cater to a specific audience, including CTOs, VPs of Engineering/Infrastructure, and DevOps professionals

• Previous experience with FinOps Cloud Cost Management solutions

• You have a bias for action and believe in continuous development, ambiguity is in your comfort zone

• Ability to efficiently manage a wide portfolio from SMB up to Commercial accounts

• Strong emotional intelligence and the ability to empathize with customers

• A kind person

BONUS POINTS

• Monitoring and observability expertise

• Experience building and deploying to cloud infrastructure (AWS, Azure, GCP, etc.)

• Relevant Data Visualization / financial product experience

At this time the company is only setup to employ in the United States