Manager, Customer Success

Job Description

DoiT is seeking a Manager of Customer Success to lead a global team of Customer Success Managers (CSMs). This role reports to the Director of Customer and Product Success and is based remotely in the United States, UK, Ireland, or Spain. The Manager will be responsible for implementing tools and processes to align the CSM team with DoiT's approach to Customer Experience (CX), driving a world-class customer experience and maximizing customer value.

The ideal candidate will have experience leading and scaling CSM teams responsible for managing customer relationships and product adoption in a cloud and/or FinOps business. They should also possess strong analytical, communication, and leadership skills.

Responsibilities:

• Oversee the post-sales customer journey and experience for DoiT customers.
• Build strong relationships with Enterprise customers through engagement oversight.
• Refine and maintain DoiT's approach to customer success for all customer tiers and segments.
• Ensure successful delivery against all Customer Success metrics.
• Drive continuous improvement of a team of CSMs through individual coaching, mentoring, and effective feedback.
• Develop goals and objectives for the CSM team and identify initiatives that align with company-level objectives.
• Ensure that customers are effectively trained on the platform and new features.
• Work collaboratively with the Product and Engineering teams to be the voice of the customer.
• Build out CSM playbooks and relevant internal and customer-facing documentation.

Requirements:

• 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
• Analytical, data-driven, detail-oriented
• Ability to effectively operate with flexibility in a fast-paced environment
• Exceptional communication and presentation skills
• A confident executive presence
• BA/BS degree or equivalent practical experience

DoiT offers:

• Unlimited Vacation
• Flexible Working Options
• Health Insurance
• Parental Leave
• Employee Stock Option Plan
• Home Office Allowance
• Professional Development Stipend
• Peer Recognition Program