Customer Success Team Lead (Technical)

Description

Welcome to Zesty, a dynamic startup at the forefront of cloud optimization innovation!

Zesty’s Mission

Zesty’s mission is to allow DevOps and Fin-ops teams to effortlessly maximize cloud savings and minimize waste by automating cloud cost optimization. The Zesty AI-driven platform automatically adjusts cloud resources in real-time based on the application needs, optimal cloud usage, and dramatically reduced cloud spending.

Responsibilities

Zesty is seeking a Customer Success Team Lead to join us.

As the Customer Success Team Lead, you will work directly with some of our most significant and strategic customers throughout the entire success lifecycle and provide leadership, coaching, and mentorship to a team of Customer Success Managers.

This hybrid role will require frequent adept multi-tasking across management, technical, business, strategic, and marketing activities. You will be expected to drive results that align with strategic business goals for your customers, your team’s goals, and the individuals under your direct management.

• Lead, coach, and empower a team of 4-6 CSMs to excel in their roles and achieve their goals.
• Directly manage and nurture relationships with 10 key strategic customers (Hands-On)
• Assist the team to develop and execute growth and optimization strategies to maximize customer success and satisfaction.
• Actively promote the value of Zesty’s products, identifying and upselling opportunities, and enhancing the customer experience by recommending the best solutions tailored to their needs.
• Maintain a comprehensive understanding of Zesty’s products and services, providing expert guidance to customers and recommending the best solutions for their needs.
• Ensure the seamless execution of the customer journey, including onboarding, business reviews, retention efforts, upsells, and identifying new opportunities.
• Manage and nurture ongoing relationships with Zesty’s customers, offering continuous training and adapting to evolving use cases, while collaborating with internal departments such as Technical Support, R&D, and Product.
• Coach the team on customer success best practices across various customer-facing scenarios.
• Collaborate closely with cross-functional teams, including Technical Support, R&D, and Product, to ensure visibility, alignment, and seamless delivery of value to customers.
• Oversee escalation processes, coordinating with multiple teams and stakeholders to resolve issues effectively.
• Partner with the Product team to prioritize customer feature requests and improvements.
• Foster a positive team culture, by actively participating in hiring, onboarding, career growth, and performance management, and encouraging creativity, curiosity, and a willingness to embrace challenges
  
  

Requirements

• 3+ years of experience managing a Customer Success (CS) and/or Account Manager team, overseeing all aspects of team performance and operations.
• 2+ years of experience in Customer Success or Account Management roles.
• Experience working with global customers in a SaaS & Cloud environment is a MUST!
• Proven ability to build and maintain strong relationships both internally and with customers.
• Technically savvy, with a keen interest in leveraging data, analytics, and automation to drive measurable ROI.
• Experience with cloud platforms, particularly AWS, and an understanding of cloud ecosystems (preferred).
• Native fluency in English, with exceptional verbal, visual, and written communication skills.
• Strong collaboration, time management, and prioritization skills are essential for success in this role.
• Hands-on, independent, and self-driven personality.
• Excellent listening, presentation, and communication skills, adaptable to all business levels.
  
  

Major Advantages

• Hands-on experience with public cloud solutions (preferably AWS).
• Familiarity with FinOps and cloud cost management.
• Experience with Infrastructure as a Code tool (Such as Terraform, CloudFormation)
• Experience with at least one container orchestration platform (such as Kubernetes, Amazon ECS).
  
  

Why is it exciting being a Zester-

At Zesty, we're a team of driven, forward-thinkers passionate about pushing the boundaries of cloud optimization. Our culture encourages creativity, curiosity, and a willingness to embrace challenges.

We Care About

Diversity & Inclusion - Be yourself! We welcome employees from all backgrounds and have created a workplace where everyone can feel empowered.

Transparency - Transparency: We share our success stories, failures, processes, numbers, and everything in between. If you want to know something that wasn't shared with you – just ask!

One Team- We genuinely trust each other which enables us to act as one team working together toward the same mission. All team members are equally important

Open Communication & Feedback -When facing challenges, we always look for fresh ideas and ways to overcome them and We embrace constructive feedback that can and should be given to anyone

Ego is out at the door - Ego obscures and disrupts everything: the planning process, the ability to

take good advice, and the ability to accept constructive feedback. We operate with a high degree of humility.