The Senior Customer Success Manager will own the post-sales lifecycle, drive revenue retention, and develop strategies for customer success within cloud operations.
Position Overview
At MontyCloud, we believe cloud operations should be intelligently automated and remarkably simple. We’re an ambitious, execution-focused team redefining how organizations operate in the cloud. We work with a strong sense of ownership, a bias for action, and a commitment to delivering real value for our customers. As we continue to scale, we're looking for someone who thrives in a collaborative environment and is excited to help shape what comes next.
As a Senior Customer Success Manager (Sr. CSE) at MontyCloud, you will own the post-sales lifecycle, business strategy, and ultimate preservation of Gross Revenue Retention (GRR) across a dedicated book of business. Reporting to the Head of Customer Success, you will serve as a strategic adviser, guiding customers from initial onboarding through maturity, ensuring they unlock measurable business value within their first 90 days.
This role is not about executing ad-hoc support; it is about building a scalable, data-driven engagement model. You will champion a bifurcated playbook approach—meticulously managing organic paying accounts via proactive success milestones, while running strategic evaluation playbooks to transition subsidized cloud-hyperscaler program accounts into long-term paying customers.
Key Responsibilities
- Drive Retention & Expansion: Own the ultimate net-revenue health, growth, and renewal cycle for a designated segment of mid-market and strategic enterprise accounts, while working with Sales Team by providing CSQLs (Customer Success Qualified Leads).
- Accelerate Time-to-Value: Orchestrate structured customer lifecycles to guarantee clear, quantifiable operational ROI within 90 days of tenant activation.
- Execute Targeted Account Playbooks: Manage standard customer health scores and execute structured success plays for organic accounts. Seamlessly pivot to run rigorous, extended-alignment playbooks for subsidized customer cohorts to prove critical value.
- Champion Data-Driven Insights: Leverage platform utilization data, tenant activation velocity, and conversation intelligence tools to proactively predict churn and optimize account health.
- Scale the CS Function: Move away from a traditional "white-glove" reactive model by embracing automation, automated workflows, and standardized playbooks to handle high growth efficiently.
- Cross-Functional Collaboration: Partner with Solutions Engineering (SEs) on technical expansion opportunities, and collaborate with Marketing on automated, proactive user-education campaigns to drive feature adoption.
Requirements
- 5+ years of experience as a CSM, Account Manager, or equivalent role in B2B SaaS (Cloud Management, DevOps, or Infrastructure spaces preferred).
- Proven track record of managing renewal metrics and maintaining a world-class GRR (90%+ range).
- Experience navigating cloud ecosystems (AWS partner network programs, credits, or cloud marketplaces is a massive plus).
- Analytical mindset with experience operationalizing CS data platforms, customer health scorecards, and digital-touch methodologies.
- Strong executive presence with the ability to turn technical product metrics into business value stories for customer leadership.
Why You’ll Love Working Here
- Join a high-caliber team that values ownership, collaboration, and delivering exceptional customer outcomes
- Play a key role in shaping our demand engine and influencing our growth trajectory
- Work on a differentiated product in a rapidly evolving cloud operations market
- Be part of an environment that encourages bold ideas, thoughtful experimentation, and a bias for action
- Competitive compensation, equity, and benefits
Ready to Build What’s Next?
If you’re excited to create impactful programs, move fast, and help shape the future of cloud operations, we’d love to hear from you.
Apply today and help us define the next chapter of cloud operations.
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