Customer Success Manager - Cloud

As a Customer Success Manager, you will serve as the primary customer success technical advisor and trusted advocate for customers usingIBMCloudability. You willbe responsible forensuring customers realize measurable value from their investment by driving product adoption,optimizinguse cases, and delivering business outcomes aligned to their strategic goals. 

This role combines deep productexpertise, technical problem-solving, and customer engagement to build and nurture long-term partnerships that lead to successful renewals and expansion. 

Key Responsibilities 

• Customer Success Ownership 

  
  
  

• Manage a full portfolio of customersleveragingIBMCloudability

  
  
  

• Own customer health and adoption outcomes by serving as the primary advocate for assigned accounts. 

  
  
  

• Act as the bridge between customer leadership and Apptio internal teams, ensuring alignment on goals, usage, and business value. 

  
  
  

• Success Planning & Value Realization 

  
  
  

• Develop andmaintaina Customer Success Plan for each account that outlinesobjectives, success criteria, adoption milestones, and measurable value targets. 

  
  
  

• Coach customers through their journey, fromfirstpoint of value to advanced use cases, ensuring adoption is embedded within the customer's processes. 

  
  
  

• Partner with the account team to regularly present progress and outcomes to client executives, highlighting realized value andaligning onnext-phase opportunities. 

  
  
  

• Technical Expertise

  
  
  

• Serve as the product expert, ensuring readiness across key capabilities, use cases, and technical integrations forIBMCloudability. 

  
  
  

• Providebest practice guidance, solution design input, and hands-on support for operationalizing customer use cases. 

  
  
  

• Partner with Customer Success Architects, Technical Account Managers, and Product Management to address technical blockers andoptimizethe customerexperience. 

  
  
  

• Cross-Functional Collaboration 

  
  
  

• Partner with Account Managers, Engagement Managers, and Strategy Advisors to ensure unified execution of the Customer Success Plan. 

  
  
  

• Provide insightsfromcustomer usage, adoption patterns, and technical challenges back to internal teams to influence roadmap and strategy. 

  
  
  

• Customer Advocacy 

  
  
  

• Develop strong relationships with customer stakeholders and theFinopsOffice to ensure adoption is championed internally. 

  
  
  

• Represent the voice of the customer to Apptio leadership and product teams. 

  
  
  

• Identifyand nurture referenceable customers through successfulusecase adoption and measurable business outcomes. 

  
  
  

• Experience:5+ years ina technicalcustomer success, solutions engineering, consulting, or technical account management role within SaaS or enterprise software. 

  
  
  

• Domain Knowledge:Good understanding of FinOps framework, CSPsavings instruments and its use cases

  
  
  

• Skills: 

  
  
  

• Strong technical acumen with the ability to translate complex product capabilities into customer outcomes.

  
  
  

• Proven ability to manage customer relationships, including executive-level communication.

  
  
  

• Strong problem-solving, facilitation, and presentation skills.

  
  
  

• Ability to interpret complex data and propose effective solutions.

  
  
  

• Comfortable driving structured success plans and collaborating with cross-functional teams.

  
  
  

• Hands-on experience with leading cloud vendors (AWS, Azure, GCP); certification in AWS Practitioner or Azure AZ-900 preferred.

  
  
  

• Plan, execute, and track Cloud Savings Programs across CSPs for new and existing customers.

  
  
  

• Demonstratedtrack recordin increasing customer FinOps maturity.

  
  
  

• Lead discussions and manage commitment-based discounts across all savings instruments.

  
  
  

• Leverage theIBMCloudabilityplatform toanalyzecustomer businessobjectivesand deliver reporting, dashboards, and savings insights.

  
  
  

• Deepexpertisein AWS rate optimization, including Savings Plans and Reserved Instances.

  
  
  

• Tools:Experience with Gainsight, Salesforce, or similar Customer Successplatformsa plus. Experience with data analytics tools such as Excel, Tableau, and Power BI. 

  
  
  

• Mindset:Outcome-driven, collaborative, and passionate about enabling customers to succeed.