Head of Customer Success

Location: Austin, TX or Seattle, WA

MontyCloud is a cloud automation and FinOps platform helping enterprises and MSPs maximize efficiency, governance, and cost optimization across AWS environments. Following our recent Series B raise, we are entering our next phase of scale—expanding cloud adoption, deepening MSP partnerships, and building durable, predictable revenue through best-in-class customer success.

The Leader of Customer Success will own the post-sale customer lifecycle end-to-end, transforming Customer Success into a strategic growth function. This leader will be responsible for implementation, customer health, retention, customer outcomes, and operational excellence, while building and scaling a high-performing CS organization to support rapid ARR growth. The Leader of Customer Success will work closely with the MontyCloud Sales and Product organizations to design and execute a Customer Experience that initiates, nurtures, and grows uniquely successful partnerships between MontyCloud and our customers.

Customer Strategy & Outcomes

•      Own Implementation, Adoption, Gross Revenue Retention (GRR), Net Revenue Retention (NRR) and churn metrics

•      Define and operationalize MontyCloud’s customer success framework

•      Ensure customers achieve measurable ROI from MontyCloud’s platform

•      Serve as executive sponsor for strategic enterprise and MSP accounts

Organizational Leadership & Scaling

•      Build, lead, and mentor a scalable CS organization

•      Design career paths, compensation plans, and performance metrics

•      Establish operating rhythms, playbooks, and escalation processes

•      Partner closely with Sales, Product, Engineering, and Finance

Revenue & Commercial Ownership

•      Own renewals and support expansion motions in partnership with Sales

•      Support upsell and cross-sell opportunities in partnership with Sales

•      Forecast renewals and provide input for expansions accurately

•      Help refine packaging and pricing based on usage and outcomes

 

Systems, Data & Process

•      Implement and optimize CS tooling and analytics

•      Establish data-driven health scoring and renewal forecasting

•      Translate customer insights into Product feedback

•      Ensure scalable onboarding and migration processes

 Required

•      6+ years in Customer Success or post-sales leadership[EM2] 

•      Prior Head of CS experience at a fast-growing SaaS company.  

•      Experience scaling CS in a technical SaaS environment

•      Background in cloud, AWS, FinOps, or MSP environments

•      Strong command of SaaS metrics

•      Experience with business to business customers

Preferred

•      Experience with usage-based pricing models

•      Board-facing, metrics-driven operating experience

•      Experience implementing or supporting a multi-functional SaaS platform

•      Operator mindset with executive presence

•      Customer-centric and data-driven

•      Comfortable building while scaling

•      Clear communicator with strong ownership 

•      Recently closed Series B with strong momentum

•      Mission-critical platform in a fast-growing market

•      Opportunity to build a world-class CS organization

•      High-impact, high-visibility leadership role