Head of Customer Success

Location:

Austin, TX or Seattle, WA

Monty Cloud is a cloud automation and Fin Ops 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 Monty Cloud Sales and Product organizations to design and execute a Customer Experience that initiates, nurtures, and grows uniquely successful partnerships between Monty Cloud and our customers.

• Customer Strategy & Outcomes

• Own Implementation, Adoption, Gross Revenue Retention (GRR), Net Revenue Retention (NRR) and churn metrics
• Define and operationalize Monty Cloud’s customer success framework
• Ensure customers achieve measurable ROI from Monty Cloud’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

• 6+ years in Customer Success or post-sales leadership
• Prior Head of CS experience at a fast-growing SaaS company.
• Experience scaling CS in a technical SaaS environment
• Background in cloud, AWS, Fin Ops, or MSP environments
• Strong command of SaaS metrics
• Experience with business to business customers

• 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