Director of Customer Success (Account Management) - Remote

Overview

CloudZero is seeking a Director of Customer Success (Account Management) who isn’t afraid to get into the weeds, think creatively, and lead from the front. This is not just a customer-facing role—it’s a cross-functional leadership position where you’ll work directly with Engineering, Product, Sales, and the entire go-to-market team to deliver real, measurable outcomes for our customers.

In Short

• Drive strong adoption of the CloudZero platform
• Achieve high net revenue retention (NRR)
• Maintain a low churn rate
• Consistently deliver outstanding customer satisfaction (CSAT) and Net Promoter Scores (NPS)
• Engage with customers to understand their challenges
• Partner across the company to advocate for customer needs
• Lead a high-performing Customer Success team
• Collaborate closely with Sales for a unified approach
• Drive continuous improvement in customer processes
• Develop innovative strategies for customer success

Requirements

• 10+ years in customer-facing leadership roles within B2B software
• Success in Customer Success, Account Management, or similar roles
• Track record of solving customer challenges
• Ability to partner with Engineering and Product teams
• Experience designing and scaling Customer Success processes
• Strong commercial acumen managing renewals and upsells
• Metrics-driven mindset managing performance against KPIs
• Exceptional interpersonal and communication skills

Benefits

• Opportunity to shape customer success strategy
• Collaborative work environment
• Impactful role in a growing company
• Professional development opportunities