Customer Success Manager, North America

DoiT

4d•Remote

About The Position

DoiT is a global technology company that works with cloud-driven organizations to leverage the cloud to drive business growth and innovation. We combine data, technology, and human expertise to ensure our customers operate in a well-architected and scalable state - from planning to production. Delivering DoiT Cloud Intelligence, the only solution that integrates advanced technology with human intelligence, we help our customers solve complex multicloud problems and drive efficiency. With decades of multicloud experience, we have specializations in Kubernetes, GenAI, CloudOps, and more. An award-winning strategic partner of AWS, Google Cloud, and Microsoft Azure, we work alongside more than 4,000 customers worldwide. Customer Success Managers at DoiT are the trusted advisors and orchestrators of the customer journey, responsible for ensuring the success of our customers at every stage of the customer experience. Leveraging DoiT Cloud Intelligence™ and DoiT experts (our human intelligence), we transform complexity into clarity and our customer’s challenges into opportunities to drive outcomes that provide quantifiable business value for our customers and the DoiT business. We are looking for a Senior Customer Success Manager to own a portfolio of customer accounts, driving the post-sale customer experience from onboarding and adoption, to ongoing success accountability for retention ,risk management and mitigation. The ideal candidate is a self-motivated and data-driven individual who is skilled at relationship building, modern CS tools, and rigorous workstream management to achieve success. This role is ideal for a seasoned CSM who is interested in operating at the intersection of cloud technology, financial operations, and customer impact.

Requirements

5+ years experience in Customer Success in a B2B Saas Company is a must
3+ years experience with a public cloud platform like GCP, AWS, or Azure
Experience with Customer Success tooling (such as Planhat, Gainsight, Churnzero)
Experience driving success plans and achieving customer targets/goals/objectives
Exceptional ability to communicate and foster positive business relationships with our customers and staff
Demonstrated the ability to learn new technologies and products quickly, and understand how customers use them to drive strategic success
Experience analyzing and optimizing the existing process in the customer success department
A proven track record of creative problem solving on internal and customer-facing issues
Accountability and personal organization is a must
Highly motivated team player with a positive outlook and a can-do attitude, preferably with a great sense of humor
Curiosity and self-motivation to learn and develop professional competencies
Be fluent in English to a professional degree (verbal and written)

Nice To Haves

Experience with Customer Success data analytics
Cloud Provider (AWS, Azure, GCP) and/or FinOps Certification
Additional languages

Responsibilities

Own a portfolio of DoiT’s most strategic accounts and facilitate the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
Strategically manage and prioritise the customer portfolio to proactively drive engagement, deliver value, and ensure the focus on high-impact accounts.
Deliver rapid “time to first value” (TTFV) for onboarding customers by delivering effective customer training and enablement on DoiT Cloud Intelligence™ and driving the customer onboarding checklist
Build deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects) and find new ways to engage with the customer team to ensure both depth and breadth of impact in the customer’s business. Effectively identify, engage, and build trusted relationships with key decision-makers and influencers to drive alignment, value realization, and strategic outcomes
Perform business and technical discovery in partnership with the Forward Deployed Engineering team (and other relevant DoiT teams) to uncover opportunities for integrated use case implementation using DoiT Cloud Intelligence™
Support customer cost optimization and FinOps maturity in close collaboration with our Forward Deployed Engineering and Account Management teams
Build trust and transparency with customers as a customer advocate and provide valuable input to our product feedback loop (operating as the “voice of the customer”)
Maintains the Customer 360 record, ensuring that details for all customer touchpoints, workflows, and health metrics are accurate and up-to-date
Proactively surface customer advocacy opportunities and coordinate with our marketing team on case studies, customer interviews, speaking events, etc.
Identify, escalate, and manage risk utilizing customer data: health scores, product usage, and customer sentiment
Create effective mitigation plans in collaboration with DoiT Account Managers, Product, Forward Deployed Engineering, and DoiT leadership
Presents customer risk and escalation status and portfolio-level trends to senior DoiT leadership in support of ongoing improvements to DoiT tools and offerings
Identify and qualify expansion and growth opportunities throughout the customer journey for execution by the Account Management team
Provide quantitative and qualitative insights to the Account Management team for customer Quarterly Business Reviews (QBRs) and renewals
Continuously provide input into the refinement of DoiT’s internal Customer Success playbooks and processes
Delivers knowledge sharing sessions in CSM team meetings related to CS best practices, cloud, FinOps, and DoiT tools
Maintain a deep, technical understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage DoiT solutions more effectively