Customer Success Lead

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 by the end 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 to onboard another member to our customer success team. The Vantage customer success team works with customers after they’ve already chosen to subscribe to Vantage. You’ll be their main representative to the company after being introduced by a sales team member, give training sessions, do regular check-ins to solicit feedback and map back to our product teams, and be the voice of the customer in company meetings.

This role is more technical and product-oriented and you’ll be looked at as a subject matter expert from a customer perspective. Customer success representatives currently work with customers all the way from growth stage startups all the way up to enterprises.

Our customers are technical in nature and require a high bar for people that they work with. 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:

• Provide initial training to customers on how to use Vantage.
• Be the main representative to customers on behalf of Vantage through email, Slack, and Zoom calls.
• Represent customer support issues and product feature requests to the rest of the organization.
• Work with Autopilot customers to understand and educate on financial commitment risk profiles.
• Provide our sales team with relevant customer account details to ensure successful renewals.
• Someone who consistently and authentically works as an agent of the customer to represent their needs to the broader organization

What We're Looking For:

• 7+ years of customer-centric industry experience as a Customer Success or Technical Account Manager across B2B tech or SaaS
• A strong communicator with exceptional attention to detail and an ability to cater to a specific audience, including CTOs, VPs of Engineering/Infrastructure, and DevOps professionals
• Strong nice-to-have: any cloud infrastructure technical experience.
• Ability to manage a wide portfolio of accounts from SMB up to large enterprise corporate accounts
• Strong emotional intelligence and the ability to empathize with customers
• Someone who is plugged in and responsive to customers emails and Slack messages.
• A kind person.

Pay & Benefits

The estimated annual US base salary range for this role is $120,000 - $170,000. 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.