Senior Customer Success Manager: AI-Driven Growth & Renewals

Socket.dev; Boston (MA); On-site; USD 120,000 - 170,000; Full time

Job summary

CloudZero is hiring a Senior Customer Success Manager to own customer relationships from onboarding through renewal and expansion across our SaaS platform. You will partner with Sales, TAMs, Support, Product, and Engineering to drive adoption, retention, and ROI, serving a book of 30–50 accounts.

This AI-native team emphasizes scalable processes, health checks, and value-driven outcomes with strong cross-functional collaboration across North America, Europe, and Latin America.

Qualifications

• 5+ years in customer-facing roles within a SaaS company.
• Proven success managing renewals, driving adoption, and leading expansion conversations.
• Experience working against a quota or revenue-related KPIs.
• Demonstrated personal adoption of AI in daily work and ability to explain workflows.
• Comfort with consumption or usage-based pricing discussions.
• Working knowledge of Salesforce for managing opportunities, renewals, and expansions.
• Excellent written and verbal communications with technical and business stakeholders.
• Skilled in building customer-facing assets like success plans and value reviews.
• Proven ability to thrive in a fast-paced, evolving, high-growth environment.

Responsibilities

• Own the customer journey from onboarding through renewal and expansion.
• Build relationships and act as a strategic partner to customer stakeholders, including C-suite.
• Partner with your TAM on success plans, executive reviews, and Joint Success Plans.
• Identify risk, manage renewals, and forecast health and revenue in Salesforce.
• Own expansion opportunities and coordinate contract negotiations with RevOps, Finance, and Deal Desk.
• Leverage AI to automate repetitive tasks and improve customer coverage.
• Manage escalations by keeping customers informed and connected to the right teams.
• Advocate for customer needs internally and translate business problems into product and support actions.

Skills

Customer Success

Executive relationships

Renewals & expansions

Salesforce

AI in workflows

Quotas/KPIs

Tools

Salesforce

Job description

CloudZero is hiring a Senior Customer Success Manager to own customer relationships from onboarding through renewal and expansion across our SaaS platform. You will partner with Sales, TAMs, Support, Product, and Engineering to drive adoption, retention, and ROI, serving a book of 30–50 accounts.

This AI-native team emphasizes scalable processes, health checks, and value-driven outcomes with strong cross-functional collaboration across North America, Europe, and Latin America.