Senior Customer Success Manager, SELECT by DoiT

DoiT is a global technology company that works with cloud-driven organizations to leverage the cloud to drive business growth and innovation. The Senior Customer Success Manager will own the end-to-end customer journey for SELECT accounts, ensuring customers realize measurable value from the product while managing complex accounts and driving retention and expansion.

Responsibilities:

• Own a portfolio of SELECT customers and manage the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
• Deliver rapid Time to First Value (TTFV) through effective onboarding, training, and enablement
• Build strong relationships with key customer stakeholders, including FinOps leaders, engineering leaders, and product owners
• Identify and engage decision-makers and influencers to drive adoption and long-term alignment
• Perform business and product discovery to uncover new use cases and expansion opportunities
• Act as the voice of the customer by feeding structured insights and feedback into Product and Leadership
• Maintain accurate Customer 360 records, including health signals, usage trends, risks, and opportunities
• Proactively identify and support customer advocacy opportunities such as case studies, references, and testimonials
• Proactively identify customer risk using health signals, usage data, engagement trends, and sentiment
• Own mitigation planning and execution in partnership with Product, Sales, and Leadership
• Manage renewals end-to-end, ensuring alignment on value delivered and the customer’s path forward
• Communicate customer risk, trends, and outcomes clearly to senior stakeholders
• Identify and qualify expansion opportunities within SELECT accounts
• Network with Account Managers across DoiT to surface cross-sell and expansion opportunities between SELECT and other DoiT offerings
• Contribute data and insights to support QBRs and executive customer conversations
• Execute established AM playbooks with consistency and rigor
• Contribute feedback and improvements to playbooks and processes based on what you observe in your accounts
• Support the onboarding of new Customer Success Managers as the team grows
• Share learnings from high-volume accounts to improve team-wide practices

Requirements:

• 5+ years of Account Management and/or Customer Success experience in a B2B SaaS company
• Experience operating as a Senior AM, ideally in a scaling or fast-paced environment
• Strong data-driven mindset with hands-on experience using CS tooling such as Gainsight, Planhat, ChurnZero, or similar
• Proven ability to manage renewals, mitigate risk, and drive expansion
• Exceptional communication and stakeholder management skills
• Comfortable working with ambiguity and operating with a high degree of autonomy
• Strong organizational skills and personal accountability
• Proven problem-solver with a bias toward action
• Curious, self-motivated, and committed to continuous improvement
• Professional fluency in English, written and verbal
• Experience with Account Management/Customer Success data analytics
• Familiarity with technologies like Snowflake, Databricks, Matillion, or Fivetran
• Experience working with or supporting data teams
• Cloud provider or FinOps certifications (AWS, Azure, GCP)