Customer Success Manager

• Create process documentation and enablement materials regarding the DoiT customer journey framework, including: internal handoffs, onboarding workflows, adoption, health scoring, escalation, and churn mitigation
• With guidance from the Global Director of Customer Success:
• Design and implement milestone-based value realization frameworks for our customer tiers (e.g. time to first value)
• Build out and maintain leading indicator and early warning systems for churn mitigation
• Implement innovative scaled CS motions and best practices
• Partner with CS leadership and cross-functional teams on strategic initiatives, such as: product adoption, CS input to “voice of the customer,” churn analysis, health scoring, customer advocacy, and account team alignment
• Project manage internal adoption initiatives for new CS processes, workflows, and tooling across the customer success teams
• Own CS new hire onboarding and develop and deliver content to ramp our CSM, TAM, and Partner Success teams
• Through the use of dashboards, reports, and analytics, surface and contextualize customer insights and CS team performance that drive decisions and action
• Continuously optimize our customer success productivity platform (Planhat), including configuration, integrations, automations, and AI implementations to drive customer experience improvements and operational efficiencies
• Partner with cross-functional teams (e.g. account management, engineering, go-to-market, product) to design and implement further integrations with our customer success productivity platform and key systems and data sources

Customer Success Operations Manager

Customer Success Manager