DoiT International

Senior Customer Success Manager

DoiT International

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job 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)