Senior Customer Success Manager

Job description

About Vantage: At Vantage, we're passionate about building a cloud cost transparency platform that helps enable everyone – from developers to enterprises – analyze, report, collaborate on and optimize their cloud infrastructure costs. Both our CEO (a repeat founder) and CTO are passionate about cloud infrastructure. Having worked together at DigitalOcean, they are taking their combined knowledge to build and scale the Vantage platform. Together we are a high output team of ~55 employees based out of New York City (but embrace a remote-friendly lifestyle). Our current customers include Square, Circle CI, Metronome, Decagon, Temporal and many more. Vantage is also well capitalized and backed by outstanding top-tier investors including Andreessen Horowitz, Scale Ventures, Matthew Prince (Co-Founder, Cloudflare), Calvin French Owen (Co-Founder, Segment), Ben and Moisey Uretsky (Co-Founders, DigitalOcean), Stephanie and Nat Friedman (CEO, Github), Julia Lipton, Brianne Kimmel and others. About the Role Vantage’s customer base is growing and, as a result, we’re looking to onboard another member to our customer success team. The Vantage customer success team works with customers after they’ve already chosen to subscribe to Vantage. 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 Vantage customers, ensuring they maximize the benefit of the Vantage solution - Be the voice of the customer within the Vantage 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 What We're Looking For: - 5+ 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 of accounts from SMB up to large enterprise accounts - Strong emotional intelligence and the ability to empathize with customers - A kind person Bonus Points: - Monitoring and observability expertise - One or more of the following certifications: FinOps Certified Practitioner, FinOps Certified FOCUS Analyst, FinOps for AI, FinOps Certified Engineer - One or more of the following certifications: AWS Cloud Practitioner (Foundation), Microsoft Certified (Azure Fundamentals), Google Cloud Digital Leader - Experience building and deploying to cloud infrastructure (AWS, Azure, GCP, etc.) - Relevant Data Visualization / financial product experience At this time, Vantage is only set up to employ in the United States