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As a Customer Success Engineer at vCluster Labs, you are the primary architect of customer outcomes after the deal closes. You sit at the intersection of technical depth and customer strategy, ensuring customers — from hyper-growth AI clouds to Fortune 500 enterprises — realize full value from their investment and identify expansion opportunities.
You are a proactive partner, not a reactive support resource. You drive adoption, identify expansion opportunities, and spot churn before it becomes visible. You build deep relationships with Platform Engineering leaders, DevOps teams, and executive buyers, communicating credibly across all levels.
Key Responsibilities:
- Lead end-to-end customer onboardings from sales handoff through project close, coordinating architecture workshops, platform installation, access setup, integration configuration, and operational readiness reviews.
- Build and maintain customer success plans documenting business objectives, KPIs, adoption milestones, and forward plans, treating them as living documents that drive every customer conversation.
- Translate platform adoption into business outcomes by connecting technical metrics (Tenant Cluster growth, provisioning time savings, developer self-service) to customer priorities (cost efficiency, engineering velocity, risk reduction, platform ROI).
- Own customer relationship cadence including regular check-ins, Quarterly Business Reviews, and Executive Business Reviews that reinforce strategic partnership.
- Hold credible technical conversations with platform engineers, DevOps leads, and architects. Understand vCluster architecture including Tenant Cluster deployment patterns, RBAC, Tenant Isolation, integrations, and Day 2 operations.
- Own renewal motion starting 90+ days out, recognizing expansion triggers (new use cases, AI/GPU workloads, additional Tenant Clusters, tier upgrades) and converting them into growth.
- Serve as internal voice of customers, representing feature requests, escalating blockers, and providing actionable feedback to Product and Engineering grounded in account context.
vCluster Labs is the #1 platform for AI infrastructure, trusted by the world's fastest-growing AI cloud builders. The company is venture-backed (raised $28M+ from Khosla Ventures and others), headquartered in San Francisco, and operates with a remote-first culture. The platform powers 100,000+ GPUs and 1M+ CPUs across 50+ AI clouds and Fortune 500 companies. vCluster is the open-source technology behind tenant isolation on Kubernetes with 11,000+ GitHub stars and 40M+ tenant clusters created since 2021.
Requirements:
- Proven post-sales experience in a technical role (customer success, technical account management, or professional services) with a track record of driving adoption and measurable business outcomes across a portfolio of technical customers.
- Hands-on familiarity with Kubernetes and cloud-native technologies. Ability to engage with platform engineers on architecture questions, discuss RBAC and Tenant Isolation patterns, and hold ground in conversations about cloud infrastructure.
- Ability to run executive business reviews with C-level technology leaders and troubleshoot onboarding questions with platform engineers, adapting communication without losing depth or credibility.
- Structured and proactive approach using success plans, adoption milestones, and renewal timelines. Ability to identify risk before customers surface it.
- Understanding of what drives renewal and expansion in SaaS or platform businesses, with ability to surface growth opportunities that solve real customer problems.
Bonus Qualifications:
- Kubernetes certification (CKA or CKAD) or equivalent demonstrated technical depth in cloud-native infrastructure.
- Experience with AI/ML infrastructure, GPU compute environments, or customers building internal developer platforms at scale.
- Background working with regulated industries (financial services, healthcare, public sector) where compliance and governance add complexity.
- Contributions to Kubernetes or open-source ecosystem.
- Experience at Series B-D startup operating with autonomy and helping build repeatable post-sales motion from the ground up.
