Job description
Location
Our Manager, Customer Success will be an integral part of our Customer Success team. This role is based remotely in the United States or UK, Ireland or Spain.
Who We Are
DoiT is a global technology company that works with cloud-driven organizations to leverage the cloud to drive business growth and innovation. We combine data, technology, and human expertise to ensure our customers operate in a well-architected and scalable state - from planning to production.
Delivering DoiT Cloud Intelligence, the only solution that integrates advanced technology with human intelligence, we help our customers solve complex multicloud problems and drive efficiency.
With decades of multicloud experience, we have specializations in Kubernetes, GenAI, CloudOps, and more. An award-winning strategic partner of AWS, Google Cloud, and Microsoft Azure, we work alongside more than 4,000 customers worldwide.
The Opportunity
As DoiT’s Manager, Customer Success, you will be responsible for leading a global team of Customer Success Managers (CSMs), reporting directly to the Director of Customer and Product Success. As DoiT refines and improves its approach to Customer Experience (CX), you will own implementing the tools and processes that align the CSM team to that approach in order to drive a world class customer experience and maximum customer value.
The ideal candidate will have led and scaled CSM teams responsible for managing customer relationships and product adoption in a cloud and/or FinOps business.
Responsibilities
- Customer Journey: Oversee the post-sales customer journey and experience for DoiT customers. Build strong relationships with Enterprise customers through engagement oversight
- Customer Success Best Practices: In collaboration with the Director of Customer and Product Success, leverage CS best practices to refine and maintain our approach to customer success for all customer tiers and segments
- Success Metrics: Ensure successful delivery against all Customer Success metrics, including: time to value, net dollar retention, onboarding CSAT, product adoption and customer engagement health scores
- Team Performance Management: Drive continuous improvement of a team of CSMs through individual coaching, mentoring, and effective feedback. Own CSM team meetings, with a focus on training, knowledge sharing, and operationalizing processes
- Cross-Functional Collaboration: Work collaboratively with other teams at DoiT to execute successfully on our delivery framework
- Team and Company Objectives: Develop goals and objectives for the CSM team and identify initiatives for the team that align with the attainment of our company-level objectives
- Product Adoption and Feedback: Become a product expert and ensure that customers are effectively trained on the platform and new features as they are released. Work collaboratively with the Product and Engineering teams to be the voice of the customer and qualify and prioritize customer feedback
Documentation: build out CSM playbooks and relevant internal and customer-facing documentation to support the customer journey at DoiT
Qualifications
- 3+ years leading a team of Customer Success Managers (CSMs) in a SaaS environment
- Experience in public cloud customer engagement management
- Technical aptitude, with the ability to learn new tools and technologies quickly
- An entrepreneur and builder with the ability to think creatively in defining new processes
- A cross-functional networker who builds strong relationships in order to gain buy in and drive towards effective change
- Analytical, data-driven, detail-oriented and able to “zoom” in/out from the big picture to the minutiae
- Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment
- Exceptional communication and presentation skills, both written and verbal
- A confident executive presence, with the ability to communicate complex concepts and drive decision making
- A great sense of humor and enjoys having fun at work
- BA/BS degree or equivalent practical experience.
Bonus Points
- Experience leading and operating in a global team and with geographically diverse customers
Are you a Do’er?
Be your truest self. Work on your terms. Make a difference.
We are home to a global team of incredible talent who work remotely and have the flexibility to have a schedule that balances your work and home life. We embrace and support leveling up your skills professionally and personally.
What does being a Do’er mean? We’re all about being entrepreneurial, pursuing knowledge, and having fun! Click here to learn more about our core values.
Sounds too good to be true? Check out our Glassdoor Page.
We thought so too, but we’re here and happy we hit that ‘apply’ button.
- Unlimited Vacation
- Flexible Working Options
- Health Insurance
- Parental Leave
- Employee Stock Option Plan
- Home Office Allowance
- Professional Development Stipend
- Peer Recognition Program
Many Do’ers, One Team
DoiT unites as Many Do’ers, One Team, where diversity is more than a goal—it’s our strength. We actively cultivate an inclusive, equitable workplace, recognizing that each unique perspective enhances our innovation. By celebrating differences, we create an environment where every individual feels valued, contributing to our collective success.
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