Head of Customer Success - Cloud & FinOps

About the Opportunity

We are partnering with a fast-growing, profitable global cloud cost optimization and FinOps organization that helps enterprises optimize cloud spending, improve operational efficiency and maximize the value of their cloud investments.

Serving hundreds of customers across multiple countries, the organization operates across AWS, Microsoft Azure and Google Cloud, combining cloud consulting, cost optimization, managed services and proprietary cloud management platforms.

We are looking for a Head of Customer Success to lead and scale an established customer-facing organization as the business continues to grow.

This is an opportunity for a technically grounded, customer-centric leader who can combine cloud expertise, operational excellence, people leadership and proactive customer engagement to build a consistent, measurable and scalable Customer Success function.

The Role

You will lead an established centralized Customer Success team of approximately 12-15 professionals, with the opportunity to expand the team as the customer base grows.

Your mandate is to strengthen the way the organization serves its customers by building robust operating processes, improving service quality, increasing adoption of cloud optimization platforms, and ensuring every customer receives timely, technically sound and commercially meaningful support.

This is not a build-from-scratch or turnaround assignment. It is an opportunity to take a functioning operation to the next level of scale, consistency and performance.

Key Responsibilities

Customer Success Leadership \& Team Development

Lead, coach and develop a centralized Customer Success organization of 12-15 professionals.

Define team structure, roles, responsibilities, capacity planning and hiring requirements for future growth.

Establish performance expectations, capability-development programs and a culture of accountability.

Build a scalable operating model that maintains service quality as the customer base expands.

Customer Experience \& Escalation Management

Own the overall customer experience across billing queries, cloud operations, technical escalations and platform-related requests.

Ensure customer issues are driven to resolution, even when they require coordination across Engineering, Cloud Operations, Finance, Product or external cloud-provider teams.

Establish clear escalation paths, accountability, response commitments and proactive customer communication.

Engage with senior customer stakeholders to resolve critical concerns and strengthen long-term relationships.

Cloud Billing, Cost Management \& FinOps

Guide customer conversations around cloud consumption, billing discrepancies, cost trends and optimization opportunities.

Understand AWS billing constructs, including Reserved Instances, Savings Plans, credits, partner benefits and invoice reconciliation.

Work closely with FinOps and cloud engineering teams to investigate cost anomalies, identify optimization opportunities and communicate findings clearly.

Help customers understand their cloud expenditure and make informed decisions about cost, utilization and operational efficiency.

Coordinate AWS support cases, billing investigations, credits and refunds where applicable.

Customer Success Operations \& Process Excellence

Build and standardize SOPs, playbooks, response templates, troubleshooting guides and a centralized knowledge base.

Establish and continuously improve service metrics, including response times, resolution SLAs, backlog, customer satisfaction and recurring issues.

Introduce consistent workflows for billing queries, escalations, customer reviews and cross-functional issue resolution.

Use operational data to identify recurring problems, improve productivity and reduce reliance on individual team members.

Product Adoption \& Proactive Engagement

Drive meaningful adoption of cloud cost visibility, analytics and optimization platforms.

Develop customer enablement programs that help customers realize value beyond commercial cloud discounts.

Identify customers with low product adoption, emerging risks or untapped optimization opportunities.

Establish a proactive engagement rhythm through monthly and quarterly business reviews, cost-anomaly monitoring and regular value-realization discussions.

Measure adoption through actual platform utilization, implemented recommendations and realized customer value-not simply logins or registrations.

Cross-Functional Collaboration

Partner closely with Cloud Engineering, Cloud Reliability, Solution Architecture, Product, Onboarding, Finance and Sales.

Establish clear ownership for issues that span multiple functions.

Support the Sales organization by building the customer satisfaction, adoption and service foundation that enables renewals and expansion.

Work with cloud-provider and partner teams to resolve customer concerns and improve service delivery.

Required Qualifications

10+ years of overall professional experience, with a meaningful foundation in cloud support, Technical Account Management (TAM), cloud operations, AWS billing or cloud cost management.

At least 4-5 years of recent leadership experience in Customer Success, technical account servicing, cloud operations or service delivery.

Demonstrated experience managing and developing a team of 10+ professionals.

Strong practical understanding of AWS cloud billing and cost management, including Reserved Instances, Savings Plans, AWS credits, invoicing and the AWS support/case process.

Experience building or improving SOPs, service playbooks, knowledge bases, SLA frameworks, KPI dashboards and operational processes.

Experience driving proactive customer engagement, platform adoption, optimization initiatives or customer-value programs.

Excellent communication, customer management, problem-solving and cross-functional leadership skills.

Ability to explain tech