Join Vultr
Vultr is seeking a highly skilled and experienced Strategic Customer Success Manager to serve as the primary post-sales business and relationship owner for a select portfolio of our largest and most complex customers. This role is responsible for understanding customer objectives, driving measurable business outcomes, maintaining executive relationships, and ensuring alignment across contractual commitments, operational performance, and long-term growth opportunities.
The ideal candidate brings strong business and technical acumen, experience managing large-scale enterprise infrastructure relationships, and the ability to navigate complex organizations with multiple executive, commercial, and technical stakeholders. Working closely with a dedicated Technical Account Manager (TAM), Sales, Service Delivery, Support, and Engineering, the Strategic CSM provides leadership, coordination, and proactive account oversight throughout the customer lifecycle. This is a highly visible role requiring demonstrated success managing significant enterprise relationships, identifying and mitigating business risks, and building trusted customer partnerships.
Key Responsibilities- Account Ownership: Serve as the primary post-sales business and relationship owner for a select portfolio of high-value Strategic accounts, maintaining accountability for customer engagement, account governance, business objectives, and overall relationship health.
- Customer Outcomes: Develop and execute customer success plans that align Vultr's services and contractual commitments with the customer's business objectives, deployment milestones, operational expectations, and measurable success outcomes.
- 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), Service Delivery, Support, and Engineering to maintain visibility into deployment milestones, service performance, contractual commitments, and operational risks, ensuring customer expectations and communications are effectively managed throughout the engagement.
- Growth & Expansion: Identify and develop opportunities for account growth, renewal, and expansion by understanding customer requirements, infrastructure utilization, future capacity needs, and evolving business objectives. Partner closely with Sales to advance commercial opportunities and support long-term account growth.
- Risk Management: Proactively identify, assess, and manage customer risks, including service performance, contractual obligations, deployment delays, utilization trends, customer satisfaction, and commercial exposure. Develop mitigation plans, coordinate cross-functional action, and escalate material risks to leadership as appropriate.
- Advocacy: Represent the customer's voice internally, influencing roadmap and service improvements.
- QBRs / EBRs: Lead recurring business reviews and executive engagement sessions focused on service performance, contractual commitments, customer objectives, infrastructure utilization, risks, growth opportunities, and long-term strategic alignment.
- Strategic Account Planning: Maintain comprehensive account plans covering customer objectives, executive stakeholders, contractual commitments, current infrastructure, growth opportunities, risks, and next steps, ensuring accurate and current information is available for internal account governance.
- Customer Communication & Escalation Coordination: Lead customer-facing business communications during significant operational issues, partnering with TAMs, Support, Engineering, and Service Delivery to ensure timely updates, clear expectations, and appropriate leadership escalation.
Qualifications- 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 approach to account management, with experience evaluating customer health, infrastructure utilization, contractual commitments, service performance, and growth trends to identify risks, guide account strategy, and drive measurable outcomes.
- Bachelor's degree in a related field (Business, Engineering, or Computer Science preferred), or equivalent relevant professional experience.
- Knowledge of AI/ML workload deployment, GPU cluster management, or cloud optimization strategies.
- Familiarity with Salesforce, Gainsight, or similar Customer Success platforms.
- Experience managing customers with large-scale infrastructure deployments, multiyear contractual commitments, complex service-level agreements, and executive governance requirements.
- Experience developing strategic account plans, customer success plans, and growth strategies for high-value enterprise or infrastructure customers.
Compensation$130,000 - $200,000
Final compensation will vary depending on years of experience, background/skill set, location, and applicable laws.
