Scaled Customer Success Manager
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Senior Customer Success Manager
DoiT International
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
AWSAzureCloudGoogle Cloud PlatformKubernetes
About the role
- Own a portfolio of strategic accounts across the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
- Deliver and enhance customer training and education on the DoiT console
- Build deep and healthy relationships with key stakeholders (CFOs, FinOps leads, engineers, cloud architects) to align our solutions to their business goals
- Identify risk utilizing health scores, product usage, and customer sentiment and create mitigation plans in collaboration with DoiT Account Managers, Technical Account Managers, and senior leadership
- Ongoing collaboration and relationship building with internal stakeholders like Sales, Account Management and Product Management
- Evaluate and analyze customer needs and share information with the DoiT organization
- Build trust and transparency with customer and act as a customer advocate (operate as the “voice of the customer”)
- Escalate problems and customer feedback more generally, to the engineering team, product managers, and other departments
- Maintain a detailed understanding of Doit’s products and services and customer use cases to advise customers on how to leverage Doit solutions more effectively
- Contribute to the growth and refinement of the Customer Success Manager function at DoiT, helping to optimize existing processes and actively enhance all Customer Success initiatives
Requirements
- 5+ years experience in Customer Success in a B2B Saas Company
- 1-2 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)
