Director of Customer and Product Success

Summary

Join DoiT as the Director of Customer & Product Success, leading a global team focused on customer success and product adoption. This remote role, based in the Eastern US, requires 10+ years of experience leading customer success and support teams in B2B SaaS companies. You will develop and implement strategies to improve customer engagement, satisfaction, and retention, while working closely with various internal teams. The position demands strong technical skills, experience with major public clouds, and a proven track record of building and managing global teams. DoiT offers a comprehensive benefits package including unlimited vacation, flexible working options, health insurance, parental leave, and professional development opportunities.

Requirements

• 10+ years leading Customer Success and Support teams at B2B SaaS companies
• Proven track record of building, managing, retaining, and growing global teams
• Experience with modern customer success processes, strategies, and tools
• Comfort working in a metrics-driven environment, including accountability for defining and driving KPIs
• Strong technical skills that enable you to engage productively with technical teams
• Experience with GCP, AWS, or other major public cloud
• Experience with project management methodologies
• Ability to adapt to fast-changing nature of SaaS market, and can pivot and learn quickly
• Strong verbal/written communication skills and ability to interact at all levels of the organization

Responsibilities

• Lead a global team of customer success oriented roles such as Customer Success Managers, Product Support Specialists and Technical Account Managers
• Develop deep contextual understanding of our business, our clients, our users, & their needs
• Develop expertise in our product portfolio, understand how its value proposition can be applied to address specific customer needs, and help your teams to do the same
• Be responsible for educating DoiT’s customers about our products, and ensuring they adopt those products to successfully achieve their business goals
• Work to effectively on-board customers, and build programs to help them meet their strategic cloud objectives using our technology
• Guide our customer success teams with best practice engagement management methodologies
• Build processes that help us scale, and ensure the most effective systems and workflows are in place to support them
• Research, develop, and apply best practices to improve and keep customer engagement fresh, and customer satisfaction high
• Ensure superior levels of customer support continue to be a key differentiator for the company
• Develop customer education programs that combine technology- and human-based teaching methods
• Establish close working relationships with several functions at the company, including Product Management, Engineering, Account Management, and Sales
• Define and implement necessary systems and tools to provide key business information and metrics to highlight the team’s performance and effectiveness
• Establish and track key performance indicators (KPIs) for customer success, including customer retention, customer satisfaction, and product adoption
• Analyze customer data to identify trends and opportunities for improvement
• Stay up-to-date on industry trends and best practices in customer success

Benefits

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