Customer Success Director

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage a portfolio of strategic enterprise accounts from start to finish, encompassing onboarding, adoption, value realization, renewal, and expansion.

• Establish savings objectives during the kickoff and collaborate with customers' engineering teams to drive remediation.

• Cultivate relationships with FinOps leads, platform engineers, VP-level cloud engineering stakeholders, CFO offices, and procurement teams.

• Conduct quarterly executive business reviews aligned with customer targets.

• Spearhead the adoption of AI cost governance, including visibility into AI and LLM expenditures, MCP and API usage, and integration with customers' current AI tools.

• Navigate the enterprise security and compliance landscape, including vendor questionnaires, SOC 2 assessments, AI risk evaluations, IAM reviews, and permission assessments.

• Advocate for the customer internally by prioritizing requests with Product and R&D, managing escalations, closing the feedback loop with customers, and conveying release notes.

• Manage an account operating cadence that includes health assessments, tier evaluations, lifecycle stages, renewal risks, and expansion indicators.

• Collaborate with Sales, Solutions Engineering, and R&D teams.

• Develop customer references, reviews, case studies, and conference presentations, supported by NPS and CSAT initiatives.

• Utilize, enhance, and create AI agents and assistants to automate Customer Success operations.

• Recruit, onboard, and lead US-based Customer Success Managers as the customer portfolio expands.

• Create playbooks for Customer Success Managers.

⛳️ Requirements

• Over 5 years of experience in Customer Success or strategic account management for enterprise B2B SaaS, including at least 3 years managing strategic accounts ($150K+ ACV) or leading a Customer Success team.

• More than 3 years of experience working with Cloud Infrastructure, FinOps, DevOps, platform engineering, CSPM, or observability roles.

• Proficient in discussing IAM roles, CloudFormation stacks, Kubernetes cost allocation, Terraform, or Azure federated identity.

• Strong executive presence with VP and C-level sponsors, and ability to engage comfortably with engineers.

• Capability to analyze usage and savings dashboards, create custom views, and defend customer health scores.

• Program management expertise for onboarding, escalations, and EBRs, including written updates, ownership assignments, and timelines.

• Practical experience with the modern Customer Success stack and daily use of AI assistants and agents.

• Must be based in the US.

• Willing to travel approximately 25% for on-site customer visits and industry events.

• FinOps Certified Practitioner or relevant FinOps experience within an enterprise (preferred).

• Experience in a cloud cost, cloud security, or infrastructure platform company (preferred).

• Familiarity with AI and LLM spend management, including Bedrock, Azure OpenAI, Anthropic, Copilot, or MCP-based integrations (preferred).

• History of developing automation or agents that enhanced team efficiency (preferred).

• Experience in expanding a Customer Success function from a small team, including playbooks, health scoring, renewal processes, and hiring (preferred).

🏝️ Benefits

• Willingness to travel about 25% for on-site customer visits and industry events.