Senior Customer Success Manager

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

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DoiT International

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2014

☁️ SaaS

SaaS • Cloud Services • Consulting

DoiT International est une société de services cloud qui propose des solutions complètes pour gérer et optimiser les infrastructures cloud sur plusieurs plateformes telles qu’AWS, Google Cloud et Microsoft Azure. Ses services incluent la gestion des coûts cloud (FinOps), l’intelligence des workloads, l’automatisation et le conseil. DoiT International aide les entreprises à optimiser leurs environnements cloud, à améliorer les performances et à renforcer la sécurité grâce à une combinaison de technologies avancées et d’un accompagnement d’experts.

Description

• 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

🎯 Exigences

• 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).

🏖️ Avantages

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