Strategic Customer Success Manager
New
V
VultrCloud infrastructure
Remote - United StatesFull-TimeManager
Salary130,000 - 200,000 USD per year
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Job Details
- Experience
- 7+ years of experience in Customer Success, Account Management, or Strategic Account roles within IaaS, PaaS, Cloud, or Enterprise Infrastructure environments.
- Required Skills
- SalesforceCustomer SuccessNetworkingAccount Management
Requirements
- Bring 7+ years of experience in Customer Success, Account Management, or Strategic Account roles within IaaS, PaaS, cloud, or enterprise infrastructure environments.
- Demonstrate success managing large, complex enterprise or strategic accounts with contractual and SLA-driven obligations.
- Have technical acumen across cloud compute, networking, and storage.
- Bring familiarity with GPUs, VMs, and bare-metal infrastructure as preferred experience.
- Demonstrate communication, negotiation, and executive-presence skills.
- Collaborate cross-functionally with Sales, Product, Engineering, and Operations.
- Use data to evaluate customer health, infrastructure utilization, contractual commitments, service performance, and growth trends.
- Hold a related bachelor's degree, preferably in Business, Engineering, or Computer Science, or have equivalent relevant professional experience.
- Have knowledge of AI/ML workload deployment, GPU cluster management, or cloud optimization strategies.
- Be familiar with Salesforce, Gainsight, or similar Customer Success platforms.
- Have experience managing large-scale infrastructure deployments, multiyear contracts, complex SLAs, and executive governance.
- Have experience developing strategic account plans, customer success plans, and growth strategies for high-value enterprise or infrastructure customers.
Responsibilities
- Own post-sales business relationships for a portfolio of high-value strategic accounts.
- Develop and execute customer success plans aligned with customer objectives, contractual commitments, deployment milestones, and measurable outcomes.
- Build and maintain executive relationships and advise customers on infrastructure strategy.
- Coordinate with TAMs, Service Delivery, Support, and Engineering on deployments, service performance, commitments, and operational risks.
- Identify renewal, expansion, and account growth opportunities in partnership with Sales.
- Assess customer, service, contractual, deployment, utilization, and commercial risks; develop mitigation plans and escalate material risks.
- Represent customer feedback internally to influence roadmap and service improvements.
- Lead recurring business reviews and executive engagement sessions.
- Maintain account plans covering objectives, stakeholders, commitments, infrastructure, growth opportunities, risks, and next steps.
- Lead customer-facing business communications during significant operational issues and coordinate updates and escalations.
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