Manager, Customer Success

DoiT; North Carolina; Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative global technology company is seeking a Manager for Customer Success to lead a dynamic team focused on enhancing customer experiences. This exciting role involves overseeing the customer journey, implementing effective tools, and driving metrics for success. The ideal candidate will possess strong leadership skills and a deep understanding of cloud environments, ensuring that customers derive maximum value from their products. Join a forward-thinking organization that values diversity and fosters professional growth in a flexible and inclusive work culture.

Benefits

Unlimited Vacation

Flexible Working Options

Health Insurance

Parental Leave

Employee Stock Option Plan

Home Office Allowance

Professional Development Stipend

Peer Recognition Program

Qualifications

• 3+ years leading a team of CSMs in a SaaS environment.
• Experience in public cloud customer engagement management.
• Strong relationship builder and cross-functional collaborator.

Responsibilities

• Oversee the post-sales customer journey and experience for customers.
• Collaborate with the Director to refine customer success practices.
• Drive continuous improvement of the CSM team through coaching.

Skills

Customer Relationship Management

Team Leadership

Cloud Engagement Management

Analytical Skills

Communication Skills

Process Development

Education

BA/BS degree or equivalent experience

Tools

Customer Success Tools

Job description

Join to apply for the Manager, Customer Success role at DoiT.

Our Manager, Customer Success will be an integral part of our Customer Success team. This role is based remotely in the United States, UK, Ireland, or Spain.

About DoiT

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 lead a global team of Customer Success Managers (CSMs), reporting directly to the Director of Customer and Product Success. You will be responsible for implementing tools and processes that align the CSM team with our approach to Customer Experience (CX) to drive a world-class customer experience and maximize 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 environment.

Responsibilities

• Oversee the post-sales customer journey and experience for DoiT customers, building strong relationships with Enterprise customers.
• Collaborate with the Director of Customer and Product Success to leverage CS best practices and refine our approach to customer success across all segments.
• Ensure success against Customer Success metrics such as time to value, net dollar retention, onboarding CSAT, product adoption, and engagement health scores.
• Drive continuous improvement of the CSM team through coaching, mentoring, and effective feedback. Own team meetings focused on training and operational processes.
• Work collaboratively with other teams to execute our delivery framework.
• Develop goals and initiatives for the CSM team aligned with company objectives.
• Become a product expert, train customers on new features, and work with Product and Engineering to prioritize customer feedback.

Qualifications

• 3+ years leading a team of CSMs in a SaaS environment.
• Experience in public cloud customer engagement management.
• Technical aptitude with the ability to learn new tools quickly.
• Creative thinker with process development skills.
• Strong relationship builder and cross-functional collaborator.
• Analytical, data-driven, detail-oriented, with the ability to see both the big picture and details.
• Flexible and adaptable in a fast-paced environment.
• Excellent communication and presentation skills.
• Confident in communicating complex concepts and driving decisions.
• BA/BS degree or equivalent experience.

Bonus Points

• Experience leading a global team and working with geographically diverse customers.

Our Culture

Be your truest self. Work on your terms. Make a difference. We support flexible schedules, professional growth, and a fun, inclusive environment. Learn more about our core values and culture on our website and Glassdoor.

Benefits

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

Join Us

Many Do’ers, One Team — we value diversity and inclusion, believing that different perspectives drive innovation and success.