Customer Success Manager

Summary

Join DoiT as a Customer Success Manager and partner with our Account Executive, Solutions Engineering team and R&D to deliver value across the entire customer journey. You will be responsible for Technical Validation and POCs in the Sales Process while integrating the deals that you sell and supporting those customers throughout their entire customer journey. You will act as an expert on the best possible implementation experience for our customers. You will own the process from end to end and drive enhancements and best practices to ensure long-term scalability and efficiency. We are looking for someone who loves to get technical with customers and solve challenging requests while ensuring customers see value and successful implementation. This role offers the opportunity to be on the cutting edge of innovation in B2B SaaS and work remotely with flexible hours.

Requirements

• 5-7 years of customer success, account management, consulting, or software sales experience
• Fluent in English with excellent verbal and written skills
• Self-Starter Mentality: Thrive in a fast-paced, high-growth environment with the ability to work autonomously and close deals independently
• Hunter Mindset: Demonstrated ability to acquire new leads and strategically close deals, collaborating effectively with internal and external teams to meet targets
• Data-Driven & Organized: Strong organizational skills with the ability to leverage modern sales tools to identify and target the right prospects at the right time
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
• Experience discovering key goals and steering customer stakeholders with Success Plans
• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders
• Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams
• Ability to create compelling business cases that address the customer's pain points and drive sales
• Team Player: Excellent communication and interpersonal skills, with a collaborative approach that contributes positively to a team-focused environment
• Integrity: We value honesty and transparency. If you're committed to putting the customer’s best interests at the heart of your work, you'll fit right in at PerfectScale

Responsibilities

• Gain a comprehensive understanding of the customer experience, prioritizing customer needs and adapting the journey as necessary
• Build expertise in our technology to establish customer success best practices (e.g., defining processes, preparing presentations, generating reports, etc.)
• Manage a portfolio of customers by fostering relationships across diverse stakeholders, supporting teams to promote adoption, retention, and minimizing risks within their organizations
• Cultivate connections at various organizational levels, including Executive Sponsors, decision-makers, and key influencers
• Plan quarterly business reviews and conduct internal account assessments to identify risks and opportunities at least two quarters in advance
• Collaborate with customers to create tailored Success Plans and lead effective Business Reviews to understand their business goals, key outcomes, and success metrics
• Ensure customers achieve their objectives, guiding them through pivotal moments in their journey and demonstrating success through product adoption
• Act as the customer’s advocate internally, working with cross-functional teams to drive successful implementation, adoption, growth, and renewals
• Support internal operations as needed—updating customer records, reconciling billing for finance, and refining playbooks

Preferred Qualifications

• Additional languages
• Familiarity with Kubernetes, DevOps practices, and cloud-native technologies is a significant advantage

Benefits

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