Senior Customer Success Manager

🕒 vor 1 Monat

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🟠 Senior

🏆 Customer Success

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DoiT International

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2014

☁️ SaaS

SaaS • Cloud Services • Consulting

DoiT International ist ein Cloud-Services-Unternehmen, das umfassende Lösungen für das Management und die Optimierung von Cloud-Infrastrukturen über mehrere Plattformen wie AWS, Google Cloud und Microsoft Azure bereitstellt. Zu den Leistungen gehören Cloud-Kostenmanagement, Workload Intelligence, Automatisierung und Beratung. DoiT International hilft Unternehmen, ihre Cloud-Umgebungen zu optimieren, die Performance zu verbessern und die Sicherheit zu erhöhen – durch eine Kombination aus fortschrittlicher Technologie und Expertenberatung.

Beschreibung

• Own the full portfolio of SELECT customers and manage the entire customer lifecycle: onboarding, adoption, value realization, renewal, and expansion • Design and execute the initial Customer Success operating model for SELECT • Strategically prioritize customers to maximize impact, retention, and growth • Deliver rapid Time to First Value (TTFV) by leading effective onboarding, training, and enablement on the SELECT product • Build strong relationships with key customer stakeholders (e.g., FinOps leaders, engineering leaders, product owners) • Identify and engage decision-makers and influencers to drive adoption, value realization, and long-term alignment • Perform business and product discovery to uncover new use cases and opportunities within SELECT • Act as the voice of the customer, 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 (case studies, references, 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 future success • Communicate customer risk, trends, and outcomes to senior stakeholders • Identify and qualify expansion opportunities within SELECT accounts • Network with Account Managers across DoiT to identify cross-sell and expansion opportunities between SELECT and other DoiT offerings • Partner closely with Sales on renewals, expansions, and strategic account planning • Provide insights and data to support QBRs and executive customer conversations • Design SELECT’s Customer Success playbooks, processes, and success metrics • Define customer segmentation, coverage models, and engagement cadences • Establish KPIs for customer health, retention, and expansion

🎯 Anforderungen

• 5+ years of Customer Success experience in a B2B SaaS company (required) • Experience operating as a senior CSM in an early-stage or scaling environment • Strong data-driven mindset with experience using CS tooling (e.g., Gainsight, Planhat, ChurnZero, or similar) • Proven ability to manage renewals, mitigate risk, and drive expansion • Exceptional communication and stakeholder management skills • Ability to thrive in ambiguity and build structure where none exists • Strong organizational skills and personal accountability • Proven problem-solver with a bias toward action • Curiosity and motivation to continuously improve CS strategy and execution • Professional fluency in English (verbal and written).

🏖️ Vorteile

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