DoiT International

Senior Customer Success Manager

DoiT International

full-time

Posted on:

Location Type: Remote

Location: Canada

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Job Level

Senior

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
communicationstakeholder managementorganizational skillspersonal accountabilityproblem-solvingcuriositymotivationability to thrive in ambiguityrelationship buildingleadership