Senior Customer Success Manager

About Vantage:

Vantage is a cloud cost visibility and optimization platform, alternatively known as a FinOps platform. We help companies of all sizes manage their cloud infrastructure costs: everything from individual developers all the way up to multiple Fortune 500 customers. Our co-founders are industry veterans who have been former infrastructure engineers and product managers at DigitalOcean and AWS. The company is an efficient and hard working team of ~50 employees across the US with a New York City center of gravity. 

Our current customers include Square, Aflac, PBS, FanDuel, PlanetScale, Starburst, Vercel, and many more. 

Vantage has raised $25M in total venture capital, most recently a $21M Series A financing round in March of 2023.  Our investors include outstanding, top-tier investors including Andreessen Horowitz, Scale Venture Partners, Matthew Prince (Co-Founder & CEO, Cloudflare), Calvin French Owen (Co-Founder, Segment), Ben and Moisey Uretsky (Co-Founders, DigitalOcean), Stephanie and Nat Friedman (CEO, Github), Julia Lipton, Brianne Kimmel and others.

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:

• Provide training to customers on how to use Vantage.

• Be the main representative to customers on behalf of Vantage through email, Slack, and Zoom calls.

• Represent customer support issues and product feature requests to the rest of the organization.

• Work with Autopilot customers to understand and educate on financial commitment risk profiles.

• Provide our sales team with relevant customer account details to ensure successful renewals. 

• Consistently and authentically work as an agent of the customer to represent their needs to the broader organization

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

• Strong nice-to-have: any cloud infrastructure technical experience. 

• Ability to manage a wide portfolio of accounts from SMB up to large enterprise corporate accounts

• Strong emotional intelligence and the ability to empathize with customers

• Someone who is plugged in and responsive to customers emails and Slack messages. 

• A kind person.

Bonus Points:

• Monitoring and observability expertise

• Experience building and deploying to cloud infrastructure (AWS, Azure, GCP, etc.)

• Relevant Data Visualization / financial product experience

Pay & Benefits

The estimated annual US base salary range for this role is $140,000 - $165,00. This salary range may be inclusive of several career levels and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Additional benefits for this role may include: equity, 401(k) plan; medical, dental, and vision benefits; and education stipends.

At this time, Vantage is only set up to employ in the United States