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