Customer Success Manager

Role Overview

• Own a portfolio of DoiT’s most strategic accounts and facilitate the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
• Strategically manage and prioritise the customer portfolio to proactively drive engagement, deliver value, and ensure the focus on high-impact accounts.
• Deliver rapid “time to first value” (TTFV) for onboarding customers by delivering effective customer training and enablement on DoiT Cloud Intelligence™ and driving the customer onboarding checklist
• Build deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects) and find new ways to engage with the customer team to ensure both depth and breadth of impact in the customer’s business. Effectively identify, engage, and build trusted relationships with key decision-makers and influencers to drive alignment, value realization, and strategic outcomes
• Perform business and technical discovery in partnership with the Forward Deployed Engineering team (and other relevant DoiT teams) to uncover opportunities for integrated use case implementation using DoiT Cloud Intelligence™
• Support customer cost optimization and FinOps maturity in close collaboration with our Forward Deployed Engineering and Account Management teams
• Build trust and transparency with customers as a customer advocate and provide valuable input to our product feedback loop (operating as the “voice of the customer”)
• Maintain the Customer 360 record, ensuring that details for all customer touchpoints, workflows, and health metrics are accurate and up-to-date
• Proactively surface customer advocacy opportunities and coordinate with our marketing team on case studies, customer interviews, speaking events, etc.
• Identify, escalate, and manage risk utilizing customer data: health scores, product usage, and customer sentiment
• Create effective mitigation plans in collaboration with DoiT Account Managers, Product, Forward Deployed Engineering, and DoiT leadership
• Presents customer risk and escalation status and portfolio-level trends to senior DoiT leadership in support of ongoing improvements to DoiT tools and offerings
• Identify and qualify expansion and growth opportunities throughout the customer journey for execution by the Account Management team
• Provide quantitative and qualitative insights to the Account Management team for customer Quarterly Business Reviews (QBRs) and renewals
• Continuously provide input into the refinement of DoiT’s internal Customer Success playbooks and processes
• Delivers knowledge sharing sessions in CSM team meetings related to CS best practices, cloud, FinOps, and DoiT tools
• Maintain a deep, technical understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage DoiT solutions more effectively

Requirements

• 5+ years experience in Customer Success in a B2B Saas Company is a must
• 3+ years experience with a public cloud platform like GCP, AWS, or Azure
• Experience with Customer Success tooling (such as Planhat, Gainsight, Churnzero)
• Experience driving success plans and achieving customer targets/goals/objectives
• Exceptional ability to communicate and foster positive business relationships with our customers and staff
• Demonstrated ability to learn new technologies and products quickly, and understand how customers use them to drive strategic success
• Experience analyzing and optimizing the existing process in the customer success department
• 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).

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform

Benefits

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