Customer Success Manager - Cloud

Role Overview IBM is looking for a skilled Customer Success Manager to join the Apptio team in Bengaluru. In this role, you will act as the primary point of contact for a dedicated portfolio of customers, ensuring they derive maximum value from Apptio cloud products. You will drive customer satisfaction, monitor product usage, identify growth opportunities, and champion customer needs internally across product and engineering teams. Key Responsibilities - Own and execute success plans for customers, reassessing and adjusting strategies as business needs evolve - Plan, execute, and track Cloud Savings Programs for new and existing customers across AWS and Azure - Lead discussions and manage customer commitment-based discounts across all cloud savings instruments - Analyze customer business objectives and leverage the Apptio Cloudability platform to build dashboards, reports, and savings strategies - Conduct regular operational reviews and present findings to customer stakeholders and Apptio leadership - Collaborate with FinOps Principals and global teams to document and present insights that drive productive customer discussions - Partner with Apptio domain experts to deliver insights across the customer's total IT spend landscape - Serve as the voice of the customer and advocate for their requirements with internal product and engineering teams Required Qualifications - Bachelor's degree in a relevant discipline - Minimum 5 years of industry experience in cloud, FinOps, customer success, or consulting roles - Hands-on working experience with at least one major cloud vendor such as AWS, Azure, or GCP - Certification in AWS Cloud Practitioner or Azure AZ-900 or equivalent - Deep knowledge of rate optimisation tools at AWS including Savings Plans and Reserved Instances - Demonstrated track record of improving FinOps maturity within enterprise environments - Strong ability to break down complex problems into manageable tasks and track outcomes effectively - Excellent verbal, written, and interpersonal communication skills across technical and non-technical audiences - AWS Certified Solutions Architect Associate or higher is preferred - Proven ability to develop frameworks for solving ambiguous problems and translating data into actionable recommendations Why Join Us IBM offers a collaborative global environment where you can work on strategically critical cloud initiatives and make a direct impact on how enterprise customers optimise their cloud investments. This is an exciting opportunity to grow your career at one of the world's most recognised technology companies.

- 5+ years of industry experience in cloud, consulting, or customer success - Hands-on experience with AWS, Azure, or GCP - AWS Cloud Practitioner or Azure AZ-900 certification - Deep knowledge of AWS Savings Plans and Reserved Instances - Experience with FinOps practices and cloud cost optimisation - Proficiency in building dashboards and reports using platforms like Apptio Cloudability - Strong analytical and problem-solving skills - Excellent communication skills in both technical and non-technical contexts - AWS Certified Solutions Architect Associate or higher preferred - Experience in customer-facing roles such as consulting or customer success

- Opportunity to work with a globally recognised technology brand - Collaborative and inclusive work environment - Exposure to cutting-edge cloud and FinOps technologies - Career growth and learning opportunities within IBM and Apptio