Strategic Customer Success Manager

Job description

WHO WE ARE Vultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world. With 33 global cloud data center locations, Vultr is trusted by hundreds of thousands of active customers across 185 countries for its flexible, scalable, global Cloud Compute, Cloud GPU, Bare Metal, and Cloud Storage solutions. In December 2024 Vultr announced an equity financing at a $3.5 billion valuation. Founded by David Aninowsky and self-funded for over a decade, Vultr has grown to become the world’s largest privately-held cloud infrastructure company. Vultr Cares - 100% company-paid insurance premiums for employee medical, dental and vision plans. - 401(k) plan that matches 100% up to 4%, with immediate vesting - Professional Development Reimbursement of $2,500 each year - 11 Holidays + Paid Time Off Accrual + Rollover Plan - Commitment matters to Vultr! Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year - $500 stipend for remote office setup in first year + $400 each following year - Internet reimbursement up to $75 per month - Gym membership reimbursement up to $50 per month - Company paid Wellable subscription Join Vultr Vultr is seeking a highly skilled and experienced Strategic Customer Success Manager to serve as the customer’s strategic advisor, ensuring they achieve measurable business outcomes while maximizing the value of our infrastructure, platform, and support services. The ideal candidate has deep technical and business acumen, experience with large-scale infrastructure environments, and the ability to operate effectively across executive, technical, and operational stakeholders. This is a highly visible role in a high-growth technology company, which will require proven success managing large, complex enterprise or strategic accounts with contractual and SLA-driven obligations. This is your opportunity to join our fast growing team and leave your mark on Vultr and the future of Cloud Infrastructure. Key Responsibilities - Account Ownership: Serve as the primary post-sales point of contact for a portfolio of top-tier strategic accounts across enterprise, AI/ML, and hyperscale segments. - Customer Outcomes: Drive adoption, expansion, and retention by aligning customer goals to product capabilities and ensuring measurable business impact. - Executive Relationship Management: Build and maintain executive-level relationships (CTO, CIO, VP Engineering, Procurement, etc.), becoming a trusted advisor in infrastructure strategy. - Service Delivery Coordination: Partner with Technical Account Managers (TAMs) and Service Delivery to ensure SLAs, contractual obligations, and operational outcomes are met. - Growth & Expansion: Identify opportunities for growth, renewal, and expansion through close alignment with Sales, Product, and Solution Architecture. - Risk Management: Proactively identify churn risks and create mitigation plans through strategic success planning, stakeholder engagement, and value realization frameworks. - Advocacy: Represent the customer’s voice internally, influencing roadmap and service improvements. - QBRs / EBRs: Lead regular Executive Business Reviews highlighting performance, usage, ROI, and strategic alignment. Qualifications - 7+ years of experience in Customer Success, Account Management, or Strategic Account roles within IaaS, PaaS, Cloud, or Enterprise Infrastructure environments. - Proven success managing large, complex enterprise or strategic accounts with contractual and SLA-driven obligations. - Strong technical acumen across cloud compute, networking, and storage; familiarity with GPUs, VMs, and bare-metal infrastructure preferred. - Exceptional communication, negotiation, and executive-presence skills. - Demonstrated ability to collaborate cross-functionally with Sales, Product, Engineering, and Operations. - Data-driven mindset with experience using health scores, usage metrics, and success plans to drive outcomes. - Bachelor’s degree in a related field (Business, Engineering, or Computer Science preferred). - Preferred Experience - Knowledge of AI/ML workload deployment, GPU cluster management, or cloud optimization strategies. - Familiarity with Salesforce, Gainsight, or similar Customer Success platforms. Compensation $120,000 - $160,000 + variable bonus This salary can vary based on location, years of experience, background and skill set. INCLUSION & PRIVACY We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences, and we prohibit discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Vultr will consider qualified applicants with arrest or conviction records in accordance with applicable laws and will not conduct a background check until after an offer of employment has been extended and accepted. We also take your privacy seriously. We handle personal information responsibly and follow applicable laws, including U.S. privacy rules and India’s Digital Personal Data Protection Act, 2023. Your data is used only for legitimate business purposes and is protected with proper security measures. Where allowed by law, applicants may request details about the data we collect, access or delete their information, withdraw consent for its use, and opt out of nonessential communications. For more details, please see our Privacy Policy https://www.vultr.com/legal/privacy/.