Senior Customer Success Manager

Vantage; Oregon; Hybrid; USD 100,000 - 140,000; Full time

Job summary

Vantage seeks a Customer Success/Technical Account Manager to own the full lifecycle of post-sale engagement, including onboarding, adoption, value reviews, and renewal playbooks. You will be the customer’s main advocate inside Vantage and drive collaboration across teams to maximize value.

You’ll work with growth-stage startups to enterprises, communicating clearly with CTOs and DevOps leaders, and applying FinOps best practices to optimize cloud spend and product adoption.

Qualifications

• 5+ years of customer-centric industry experience in Customer Success or Technical Account Management in B2B tech or SaaS.
• Ability to tailor communications to CTOs, VPs of Engineering/Infrastructure, and DevOps teams.
• Experience with FinOps Cloud Cost Management solutions is preferred.

Responsibilities

• Own the full lifecycle of post-sale customer engagement including onboarding, adoption, value reviews and renewal playbooks.
• Serve as trusted advisor, champion customer needs, and drive timely resolution of issues and feature requests.
• Engage across multiple levels of customer organizations to support broad adoption and alignment with business goals.

Skills

Strong communicator

Attention to detail

Emotional intelligence

Customer-centric mindset

Bias for action

Job description

About Vantage:

Vantage is the financial control plane for infrastructure cost management. The infrastructure stack is rapidly changing as companies leverage cloud, SaaS and increasing AI vendors to run their companies. As a result there’s a need for these companies to better allocate, govern and forecast costs using a platform like Vantage.Our platform is used first and foremost by developers who have been empowered to be held responsible for infrastructure efficiency but done in partnership with finance and FinOps teams. We provide engineering, finance, and FinOps teams with the tools they need to make informed decisions about their cloud infrastructure and ultimately their business. We're a fast-growing, remote-first company building products for some of the most innovative technology companies in the world.

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