Strategic Customer Success Manager

Vultr is a leading cloud infrastructure company dedicated to making high-performance cloud solutions accessible for enterprises and AI innovators. The Strategic Customer Success Manager will act as a strategic advisor for top-tier accounts, driving customer adoption and ensuring alignment between customer goals and product capabilities.

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

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