Senior Customer Success Manager, SELECT by DoiT

DoiT

10d•Remote

About The Position

The Senior Customer Success Manager at SELECT will be the trusted advisor and owner of the end-to-end customer journey, responsible for ensuring customers realize clear, measurable value from the SELECT product. In this role, you will partner directly with the GM of the SELECT product line (and former founder/CEO) to define, build, and evolve the Customer Success program from the ground up. As a Senior Customer Success Manager on the SELECT team, you will take full ownership of the current portfolio of SELECT customers from day one, shaping the systems, playbooks, and operating model to support future growth. Leveraging SELECT’s product insights and data, you will transform customer complexity into clarity and customer challenges into outcomes that drive retention, expansion, and long-term customer value. SELECT is an independent, adjacent product within the DoiT company and is sold separately, requiring close collaboration - but clear ownership - across teams. We are looking for a Senior Customer Success Manager to fully own the post-sale customer experience for SELECT, from onboarding and adoption through renewal, expansion, and long-term success. The ideal candidate is a self-motivated, data-driven builder who thrives in ambiguity and enjoys designing programs from scratch.

Requirements

5+ years of Customer Success experience in a B2B SaaS company (required)
Experience operating as a senior CSM in an early-stage or scaling environment
Strong data-driven mindset with experience using CS tooling (e.g., Gainsight, Planhat, ChurnZero, or similar)
Proven ability to manage renewals, mitigate risk, and drive expansion
Exceptional communication and stakeholder management skills
Ability to thrive in ambiguity and build structure where none exists
Strong organizational skills and personal accountability
Proven problem-solver with a bias toward action
Curiosity and motivation to continuously improve CS strategy and execution
Professional fluency in English (verbal and written)

Nice To Haves

Experience with Customer Success data analytics
Experience or familiarity with technologies like Snowflake, Databricks, Matillion, Fivetran
Experience or familiarity in working with data teams
Cloud provider and/or FinOps certifications (AWS, Azure, GCP)

Responsibilities

Own the full portfolio of SELECT customers and manage the entire customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
Design and execute the initial Customer Success operating model for SELECT
Strategically prioritize customers to maximize impact, retention, and growth
Deliver rapid Time to First Value (TTFV) by leading effective onboarding, training, and enablement on the SELECT product
Build strong relationships with key customer stakeholders (e.g., FinOps leaders, engineering leaders, product owners)
Identify and engage decision-makers and influencers to drive adoption, value realization, and long-term alignment
Perform business and product discovery to uncover new use cases and opportunities within SELECT
Act as the voice of the customer, feeding structured insights and feedback into Product and Leadership
Maintain accurate Customer 360 records, including health signals, usage trends, risks, and opportunities
Proactively identify and support customer advocacy opportunities (case studies, references, testimonials)
Proactively identify customer risk using health signals, usage data, engagement trends, and sentiment
Own mitigation planning and execution in partnership with Product, Sales, and Leadership
Manage renewals end-to-end, ensuring alignment on value delivered and future success
Communicate customer risk, trends, and outcomes to senior stakeholders
Identify and qualify expansion opportunities within SELECT accounts
Network with Account Managers across DoiT to identify cross-sell and expansion opportunities between SELECT and other DoiT offerings
Partner closely with Sales on renewals, expansions, and strategic account planning
Provide insights and data to support QBRs and executive customer conversations
Design SELECT’s Customer Success playbooks, processes, and success metrics
Define customer segmentation, coverage models, and engagement cadences
Establish KPIs for customer health, retention, and expansion