Senior Customer Success Manager at Q2 building and maintaining relationships with financial institutions. Focused on ensuring customer success and strategic account management.
About the role
- Senior Customer Success Manager optimizing customer journeys for CloudZero's B2B SaaS platform. Building relationships, driving success plans, and managing renewals in a hybrid role based in Boston.
Responsibilities
- Own the customer journey from onboarding through renewal and expansion.
- Build strong relationships and serve as a strategic partner to customer stakeholders, including C-suite.
- Collaborate cross-functionally to drive customer success plans, executive business reviews, and product value realization.
- Identify and mitigate risk, manage renewals, and accurately forecast customer health and revenue.
- Own expansion opportunities and upsell motions within your accounts, including full-cycle contract negotiations
- Build and maintain CS playbooks, joint success plans, and reporting frameworks.
- Develop a deep understanding of the business problems customers are trying to solve and advocate internally on their behalf (e.g. product, support, etc.)
Requirements
- 5+ years of experience in customer-facing roles within a B2B SaaS environment, with demonstrated ownership of renewals, expansion, and customer outcomes
- Comfort operating against revenue targets or KPIs, including leading commercial conversations and negotiations
- Strong ability to build trusted relationships with both technical and business stakeholders, including executive-level partners
- Clear, confident communicator who can translate complex concepts into actionable, customer-relevant value
- Experience creating and using customer-facing assets such as success plans, value reviews, and playbooks
- Data- and outcomes-driven mindset with a strong sense of accountability and ownership
- Thrives in fast-paced, evolving environments; adaptable, curious, and comfortable with ambiguity
- Strong prioritization skills and the ability to manage multiple initiatives without losing focus on what matters most
- Willingness to travel as needed.
Benefits
- Offers Equity
- Offers Commission
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