Manager, Customer Success

DoiT; Kentucky; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking global technology company as a Manager of Customer Success, where you will lead a dedicated team to enhance customer experiences and drive product adoption. This role offers the opportunity to implement best practices in customer engagement, refine processes, and collaborate cross-functionally to meet company objectives. With a focus on building strong relationships with enterprise clients, you'll play a key role in ensuring customer satisfaction and success. Embrace the flexibility of remote work while contributing to a culture that values innovation and diversity.

Benefits

Unlimited Vacation

Flexible Working Options

Health Insurance

Employee Stock Option Plan

Professional Development Stipend

Qualifications

• 3+ years leading a team of Customer Success Managers in a SaaS environment.
• Experience in public cloud customer engagement management.
• Ability to operate flexibly in a fast-paced environment.

Responsibilities

• Oversee post-sales customer journey and experience for DoiT customers.
• Ensure successful delivery against all Customer Success metrics.
• Drive continuous improvement of a team of CSMs through coaching.

Skills

Customer Success Management

Cloud Engagement Management

Analytical Skills

Communication Skills

Team Leadership

Process Improvement

Technical Aptitude

Education

BA/BS degree or equivalent practical experience

Job description

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

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 ourcore values .

We thought so too, but we’re here and happy we hit that ‘apply’ button.

• Unlimited Vacation
• Flexible Working Options
• Health Insurance
• Employee Stock Option Plan
• Professional Development Stipend

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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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.

While the provision of this information is entirely voluntary, we extend an invitation for you to consider self-identifying. Such voluntary contributions substantiate and fortify DoiT's steadfast commitment to fostering diversity and inclusion within our organizational fabric.