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Director, Customer Success



Customer Service, Sales & Business Development
Posted on Thursday, June 6, 2024

About Vantage:

Vantage is a cloud cost visibility and optimization platform, alternatively known as a FinOps platform. We help companies of all sizes manage their cloud infrastructure costs: everything from individual developers all the way up to multiple Fortune 500 customers. Our co-founders are industry veterans who have been former infrastructure engineers and product managers at DigitalOcean and AWS. The company is an efficient and hard working team of ~30 employees across the US with a New York City center of gravity. As we transition to the growth phase of the business, it’s likely our team size will at least double into 2024.

Our current customers include Square, Aflac, Rippling, Compass, Ripple, PBS, and Starburst.

Vantage has raised $25M in total venture capital, most recently a $21M Series A financing round in March of 2023. Our investors include outstanding, top-tier investors including Andreessen Horowitz, Scale Venture Partners, Matthew Prince (Co-Founder & CEO, Cloudflare), Calvin French Owen (Co-Founder, Segment), Ben and Moisey Uretsky (Co-Founders, DigitalOcean), Stephanie and Nat Friedman (CEO, Github), Julia Lipton, Brianne Kimmel and others.

About The Role:

Vantage’s customer base is growing and, as a result, we’re looking for someone to lead our Customer Success team. The Vantage Customer Success team works with customers after they’ve already chosen to subscribe to. As Director, you will play a pivotal role in ensuring our customers derive maximum value from our products and services. You will lead a dynamic team of Customer Success Managers guiding them in fostering strong relationships with our customers, understanding their needs, and delivering tailored solutions to drive their success.

This role is more technical and product-oriented as our customers are technical in nature and require a high bar for people that they work with. You’ll be looked at as a subject matter expert from a customer perspective and work with customers from growth stage startups all the way up to enterprises.

If you enjoy infrastructure and working with companies to learn about their infrastructure in an effort to help them save money, this could be an ideal job for you.

What You Will Do:

  • Develop and execute the vision and strategy for customer growth and retention.

  • Mentor and cultivate a high performing team and leading from the front, rolling up your sleeves and getting into the weeds when needed.

  • Anticipate changes and scale of the post sales motion in relation to growth of our business. Effectively drive changes and required communication across the organization.

  • Drive customer outcomes, through product adoption and delivering an amazing customer experience.

  • Provide a strong point of escalation for your team and interface with customer champions.

  • Maintain consistent insight into and continuously improving customer health across lifecycle (onboarding, time to first value, and growth).

  • Champion our customers and creating tight feedback loops between our customers and internal teams.

  • Foster new business growth through building advocacy and reference-ability within our customer base.

  • Collaborate with internal partners for product and process improvement.

What We're Looking For:

  • 5+ years people management experience.

  • Proven track record of success in achieving growth and retention metrics in a customer-facing role, with at least 8 years of experience in customer success management.

  • Strong leadership skills, with the ability to inspire and motivate a team towards achieving common goals.

  • Exceptional communication and interpersonal skills, with the ability to build rapport and credibility with clients at all levels.

  • Strategic mindset, with the ability to develop and execute customer success strategies aligned with business objectives.

  • Analytical mindset, with proficiency in data analysis and interpretation to drive data-driven decision-making.

  • Experience working with highly technical customers across cloud infrastructure, developer tooling, or business intelligence products

  • Passion for customer advocacy and driving customer outcomes in a fast-paced, dynamic environment.

  • Experience managing and prioritizing a regional book of business.

  • A kind person

Pay & Benefits

The estimated annual US base salary range for this role is $155,000 - $210,000. This salary range may be inclusive of several career levels and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Additional benefits for this role may include: equity, 401(k) plan; medical, dental, and vision benefits; and education stipends.

At this time, Vantage is only set up to employ in the United States