Customer Success Manager

DOSS•San Francisco, CA

8d•Onsite

About The Position

DOSS is seeking a curious, proactive, and technically-leaning Customer Success Manager to join our growing post-sales team. The incumbent will serve as the primary point of contact for customers post-implementation, ensuring they’re fully utilizing and seeing value from DOSS, managing contract renewals, teeing up cross-sells/upsells, and collecting feedback. This role will partner closely with Technical Support Engineering, Implementation (PMO), Product, and Sales. This role requires a customer-first and team-centric mindset, humility, confidence, and ability to tie software functionality to business impact and goals. The ideal candidate thrives in a fast-paced, autonomous startup environment, readily accepts feedback, and is invigorated by sailing into uncharted waters.

Requirements

3+ years as a Customer Success Manager (or similar customer-facing role) at a software or AI company
5+ years of total relevant work experience (e.g., CS, consulting, program management, product, etc.)
Experience working with enterprise or mid-market SaaS customers
Superior presentation and communication skills, and ability to connect with diverse stakeholders

Responsibilities

Own a portfolio of strategic customers supporting onboarding, adoption, and retention efforts
Act as the primary DOSS POC and trusted advisor for operations, supply chain, finance, and executive stakeholders
Run regular business reviews and executive presentations that clearly communicate DOSS’ ROI
Ensure fidelity between a customer’s SOW and their DOSS instance
Work closely with Product to collect customer feedback, informing the product roadmap
Partner closely with Sales on expansion opportunities
Own a renewal target