Senior Customer Success Manager
DoiT International
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- 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
- Support hiring and onboarding Customer Success Managers as the SELECT customer base scales
Requirements
- 5+ years of Customer Success experience in a B2B SaaS company (required)
- Experience operating as a senior or founding 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).
Benefits
- Unlimited Vacation
- Flexible Working Options
- Health Insurance
- Parental Leave
- Employee Stock Option Plan
- Home Office Allowance
- Professional Development Stipend
- Peer Recognition Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessB2B SaaSdata-driven mindsetrenewals managementrisk mitigationexpansion strategycustomer segmentationKPI establishmentonboardingvalue realization
Soft Skills
communication skillsstakeholder managementorganizational skillspersonal accountabilityproblem-solvingcuriositymotivationability to thrive in ambiguityrelationship buildingstrategic prioritization