vultr - Strategic Customer Success Manager
Requirements
• 7+ years of experience in Customer Success, Account Management, or Strategic Account roles within IaaS, PaaS, Cloud, or Enterprise Infrastructure environments. • Proven success managing large, complex enterprise or strategic accounts with contractual and SLA-driven obligations. • Strong technical acumen across cloud compute, networking, and storage; familiarity with GPUs, VMs, and bare-metal infrastructure preferred. • Exceptional communication, negotiation, and executive-presence skills. • Demonstrated ability to collaborate cross-functionally with Sales, Product, Engineering, and Operations. • Data-driven mindset with experience using health scores, usage metrics, and success plans to drive outcomes. • Bachelor’s degree in a related field (Business, Engineering, or Computer Science preferred). • Knowledge of AI/ML workload deployment, GPU cluster management, or cloud optimization strategies. • Familiarity with Salesforce, Gainsight, or similar Customer Success platforms.
Responsibilities
• Account Ownership: Serve as the primary post-sales point of contact for a portfolio of top-tier strategic accounts across enterprise, AI/ML, and hyperscale segments. • Customer Outcomes: Drive adoption, expansion, and retention by aligning customer goals to product capabilities and ensuring measurable business impact. • Executive Relationship Management: Build and maintain executive-level relationships (CTO, CIO, VP Engineering, Procurement, etc.), becoming a trusted advisor in infrastructure strategy. • Service Delivery Coordination: Partner with Technical Account Managers (TAMs) and Service Delivery to ensure SLAs, contractual obligations, and operational outcomes are met. • Growth & Expansion: Identify opportunities for growth, renewal, and expansion through close alignment with Sales, Product, and Solution Architecture. • Risk Management: Proactively identify churn risks and create mitigation plans through strategic success planning, stakeholder engagement, and value realization frameworks. • Advocacy: Represent the customer’s voice internally, influencing roadmap and service improvements. • QBRs / EBRs: Lead regular Executive Business Reviews highlighting performance, usage, ROI, and strategic alignment.
Benefits
• $110,000 - $130,000 • This salary can vary based on location, years of experience, background and skill set. • INCLUSION & PRIVACY
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