Director, Customer Success

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:

• Recruit, train, and lead a team of Customer Success Managers while also developing a leadership bench
• Develop both the long-term vision and strategy for the team that is well aligned with our regional needs
• Be accountable for driving net retention, supporting activation and realization, identifying new expansion opportunities, and increasing user health
• Coach and guide the team in developing consultative and solution-based account skills.
• Drive a strong operational cadence for managing metrics, user performance, and overseeing internal churn risk mitigation and escalation forums
• Effectively work cross-functionally across the organization to shape Vantage's account team model to meet user needs
• Inspire, motivate and enable individual development to promote career growth of direct reports
  
  

What We're Looking For:

• 8+ years of customer success or account management experience
• 4+ years of people management experience
• Ability to hire, train and coach a high-performance team
• Ability to support the teams’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships.
• Ability to clearly communicate technical concepts and build strong executive relationships with highly technical customers
• 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