Associate Customer Success Manager

DoiT International; Remote; IDR 1.015.400.000 - 1.353.867.000; Full time

Job summary

A leading cloud services provider is seeking an Associate Customer Success Manager. This remote role involves managing a portfolio of customer accounts, facilitating education on cloud solutions, and utilizing data-driven insights to enhance customer retention. Ideal candidates possess B2B SaaS experience, strong communication skills, and technical aptitude. Join a dynamic team dedicated to driving success for clients across the globe.

Benefits

Flexible work schedule

Personal development opportunities

Inclusive workplace culture

Qualifications

• 1-2 years of experience in Customer Success in a B2B SaaS company.
• Exceptional ability to communicate and foster positive business relationships.
• Proven track record of managing competing workloads with attention to detail.

Responsibilities

• Own a portfolio of accounts to help customers achieve retention.
• Deliver customer training sessions on the DoiT console.
• Analyze customer sentiment and engage in strategic planning.

Skills

Customer Success in B2B SaaS

Technical aptitude

Creative problem solving

Fluency in English

Job description

Associate Customer Success Manager, Costa Rica

Remote LATAM

Location Our Associate Customer Success Manager will be an integral part of our global Customer and Product Success team. This role is based remotely in Costa Rica and open to contractors.

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 We are a team of Customer Success professionals who are skilled at working with customers and internal DoiT teams to solve challenging problems. We are committed to personal development and enjoy sharing our knowledge and experience. We work hands-on, side-by-side with our customers to educate, mentor, advise, and solve problems to make sure they are getting the most out of what our product and team have to offer.

We are looking for an Associate Customer Success Manager to own a portfolio of customer accounts, operating as a partner and customer journey orchestrator for a high-volume portfolio of DoiT customers. The ideal candidate is a highly self-motivated and goal-oriented individual who is eager to leverage best-in-class Customer Success tooling and data-driven insights to promote retention through customer-realized value. This role is ideal for a CSM who is interested in operating at the intersection of cloud technology, financial operations, and customer impact.

Responsibilities

• Own a portfolio of accounts, leveraging automated playbooks and workflows to help customers achieve value through all phases of the customer journey, including: onboarding, adoption, value realization, renewal, and expansion
• Deliver one-to-many customer training and education sessions on the DoiT console. Host one-to-many office hours for customer Q&A
• Use customer insights surfaced through our Customer Success tooling to analyze customer sentiment and propensity for growth. Identify strategic customers for account planning and additional human outreach
• Support the Account Management team by sharing key insights into adoption and sentiment, with an emphasis on account growth and creation of deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects)
• Manage customer escalations, Identify risk, and build relevant mitigation plans in collaboration with Account Management and CS leadership
• Build trust and transparency with customers 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

Qualifications

• 1-2 years of experience in Customer Success in a B2B SaaS company
• Technical aptitude, with the ability to identify areas for automation and an interest in both learning and leveraging AI
• Proven ability to manage high and competing workloads with a strong attention to detail and effective prioritization
• Exceptional ability to communicate and foster positive business relationships with our customers and team members
• 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)

Bonus Points

• Experience with finance or data analytics
• Experience with a public cloud platform like GCP, AWS, or Azure
• Cloud Provider (AWS, Azure, GCP) and/or FinOps Certifications
• Additional languages

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.

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.

At DoiT International, our unwavering dedication to cultivating a diverse and inclusive workplace remains paramount. In line with this commitment, we are presently engaged in the collection of gender data to assess and fortify our diversity and inclusion programs. It is imperative to emphasize that the information collected is meticulously segregated from your employment records and holds no bearing on any employment-related determinations. We wish to underscore that your privacy is rigorously safeguarded as DoiT International processes gender data in an aggregate and de-identified manner. Be assured that under no circumstances will this information be divulged or disseminated externally in a manner that compromises anonymity.