Job Description : We are seeking a Senior FinOps Customer Success Manager (Sr. FinOps CSM) who combines technical expertise with a deep understanding of cloud financial management to drive success for DigitalEx's clients.
In this role, you will serve as both a strategic advisor and a hands-on technical partner, ensuring that our customers derive maximum value from their cloud environments through effective cost optimization, governance, and FinOps best practices.
This senior-level position demands not only strong communication and relationship management skills but also a deep knowledge of cloud platforms and FinOps.
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You will support the entire customer lifecycle from pre-sales to renewal, while also coaching and mentoring junior members of the Customer Success team.
As the face of DigitalEx to our clients, you will lead efforts to drive adoption of our platform, guide customers in implementing FinOps strategies, and act as a trusted partner to promote long-term customer satisfaction and retention.
The primary KPIs for this role are GRR and NRR along with other customer satisfaction metrics.
Key Responsibilities
- Serve as the senior point of contact and trusted advisor for high-value customers, providing strategic guidance on cloud cost management, governance, and FinOps best practices.
- Oversee the full customer journey ensuring alignment of DigitalEx to their cloud and FinOps goals.
- Develop a deep understanding of our software to provide educational support and technical guidance related to AWS, Azure, Google Cloud, VMware, Kubernetes and AI cost management.
- Build and maintain strong, long-term relationships with customers, ensuring their journey with DigitalEx exceeds expectations.
- Act as an ambassador for DigitalEx, continuously driving value and identifying strategies for customer success.
- Lead periodic business reviews with clients to report on platform usage, cost savings, and opportunities for growth, identifying ways to deepen their relationship with DigitalEx.
- Develop strong relationships across various customer personas, including finance, engineering, and C-suite leaders, advocating for FinOps throughout the customer organization.
- Collaborate with internal teams to translate customer feedback into actionable insights for product growth.
- Proactively manage high-value accounts, monitoring KPIs related to customer satisfaction, retention, FinOps maturity, and cost management success.
Qualifications And Skills
- Extensive knowledge of cloud financial management and FinOps principles, with expertise in cost optimization, cloud governance, and operational efficiency.
- Bachelor's Degree or equivalent experience in a related field (e.g., cloud services, technical account management, or finance).
- Minimum of 7-10 years of experience in customer success or account management roles, with a strong background in SaaS, cloud services, or FinOps.
- Demonstrated expertise with public cloud platforms (AWS, Azure, Google Cloud) and hybrid cloud environments, with the ability to articulate FinOps strategies to both technical and non-technical stakeholders.
- A proven track record of fostering long-term relationships with customers, particularly with C-level executives, finance, and operations teams.
- Experience mentoring and coaching junior team members, with a passion for leadership and knowledge sharing.
- Strong communication and presentation skills, with the ability to lead discussions around cloud cost management and optimization in both pre-sales and post-sales contexts.
- Flexibility to work in a dynamic, fast-paced startup environment, balancing customer needs with internal business goals.
- Relevant certifications, such as FinOps Certified Practitioner, AWS Certified Solutions Architect, Azure or GCP certifications, are highly recommended.
What We Offer
- Opportunity to work in a cutting-edge FinOps SaaS start-up, supporting customers in achieving cloud financial excellence.
- A collaborative, growth-focused company culture where your contributions will make an impact.
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