• Communicate the value proposition for the CloudZero platform and understand how it can be applied to address specific customer business outcomes. • Ensure customers are getting value from the adoption of the CloudZero platform. • Renew customer contracts, looking for opportunities for revenue expansion. • Lead, motivate, actively coach and grow the customer-facing FinOps Account Management (FAM) and Customer Success Management (CSM) teams. • Develop a strategy for scaling Customer Success, including building and managing teams for on-boarding, adoption, renewals and expansion at scale. • Manage the customer experience and journey - from sales handoff through post-sales on-boarding and adoption, and continued customer engagement through renewals and expansion. • Meet with customers globally to drive their adoption and value realization, and to identify areas of improvement for our platform, organization, and process. • Be a customer advocate and act as a trusted partner to R&D and GTM teams by ensuring the right priority and technical resources are being applied to maximize customer success activities. • Translating customer needs into actionable insights and priorities; ensuring a cohesive customer journey in partnership with R&D and GTM stakeholders. • Partner closely with the Sales to support new sales while making sure customers are set up for success. • Build and optimize Customer Success processes, playbooks, and metrics (e.g., retention, NRR, health scores, adoption). • Partner closely with CS Operations to improve tooling, reporting, and scalability. • Forecast customer risk and growth opportunities with accuracy and transparency.