Strategic Customer Success Manager
VultrVisit Vultr website
Vultr is an active independent cloud-infrastructure company providing global compute, GPU, bare-metal, storage, Kubernetes, and serverless AI inference services.
5 current maintainers5 active leads5 lead step-downs
West Palm Beach, United States
About Vultr
Vultr provides globally available cloud infrastructure for developers, enterprises, and AI innovators, including Cloud Compute, Cloud GPU, Bare Metal, Cloud Storage, managed Kubernetes, and serverless inference.
Skills
Candidate Availability
About the Role
You will be the primary post-sales business and relationship owner for a portfolio of large strategic accounts. You will build customer success plans, maintain executive relationships, coordinate with TAMs, Service Delivery, Support and Engineering, identify growth and renewal opportunities, manage risks, lead QBRs and EBRs, and coordinate communications during escalations.
Requirements
- 7+ years in Customer Success, Account Management or Strategic Account roles in IaaS, PaaS, cloud or enterprise infrastructure
- Success managing large enterprise accounts with contractual and SLA obligations
- Technical acumen across cloud compute, networking and storage
- Exceptional communication, negotiation and executive-presence skills
- Cross-functional collaboration with Sales, Product, Engineering and Operations
- Data-driven approach to account management
- Bachelor's degree or equivalent experience
- Knowledge of AI/ML workload deployment, GPU cluster management or cloud optimization
- Familiarity with Salesforce, Gainsight or similar platforms
Responsibilities
- Own post-sales relationships for strategic accounts
- Develop and execute customer success plans
- Build and maintain executive-level relationships
- Coordinate with TAMs, Service Delivery, Support and Engineering
- Identify account growth, renewal and expansion opportunities
- Identify, assess and manage customer risks
- Represent the customer's voice internally
- Lead QBRs and EBRs
- Maintain strategic account plans
- Lead customer communications and escalation coordination during significant issues
Benefits
- 100% company-paid medical, dental and vision insurance premiums
- 401(k) with 100% match up to 4%, immediate vesting
- $2,500 annual professional development reimbursement
- 11 holidays plus PTO accrual and rollover
- Increased PTO at 3 and 10 year anniversaries
- 1 month paid sabbatical every 5 years
- Anniversary bonus each year
- $500 remote office setup stipend first year and $400 each following year
- Internet reimbursement up to $75 per month
- Gym membership reimbursement up to $50 per month
- Company paid Wellable subscription