Senior Customer Success Manager

Vantage is the financial control plane for infrastructure cost management. The customer success team works with customers after they have subscribed to Vantage, serving as the main point of contact after an introduction by sales. The role is technical and product-oriented, with the customer success manager acting as a subject matter expert from a customer perspective. Customer Success Managers work with customers from growth stage startups up to enterprises. Vantage is a fast-growing, remote-first company. At this time, Vantage is only set up to employ in the United States.

Responsibilities

Own and lead the complete lifecycle of post sale customer engagement, including onboarding, adoption, value reviews, and renewal playbooks; 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 the customer organization and stakeholder personas to ensure a comprehensive, multi-threaded engagement model; Lead customers through onboarding, conduct training sessions, solicit ongoing product feedback, and present business reviews

Requirements

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; Bias for action and belief in continuous development, with comfort in ambiguity; 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

Nice to have

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