Strategic Customer Success Manager

Vultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world. The Strategic Customer Success Manager will serve as the customer’s strategic advisor, ensuring they achieve measurable business outcomes while maximizing the value of Vultr's infrastructure, platform, and support services.

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