Manager, Customer Success

Summary

Join DoiT as Manager, Customer Success and lead a global team of Customer Success Managers (CSMs). You will oversee the post-sales customer journey, implement tools and processes to enhance customer experience, and drive customer value. Responsibilities include managing team performance, collaborating cross-functionally, ensuring successful delivery against key metrics, and becoming a product expert. The ideal candidate has 3+ years leading CSM teams in a SaaS environment, experience in public cloud customer engagement, and strong analytical and communication skills. DoiT offers a remote work environment, flexible working options, unlimited vacation, health insurance, parental leave, employee stock options, home office allowance, professional development stipend, and a peer recognition program.

Requirements

• 3+ years leading a team of Customer Success Managers (CSMs) in a SaaS environment
• Experience in public cloud customer engagement management
• Technical aptitude, with the ability to learn new tools and technologies quickly
• An entrepreneur and builder with the ability to think creatively in defining new processes
• A cross-functional networker who builds strong relationships in order to gain buy in and drive towards effective change
• Analytical, data-driven, detail-oriented and able to “zoom” in/out from the big picture to the minutiae
• Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment
• Exceptional communication and presentation skills, both written and verbal
• A confident executive presence, with the ability to communicate complex concepts and drive decision making
• A great sense of humor and enjoys having fun at work
• BA/BS degree or equivalent practical experience

Responsibilities

• Oversee the post-sales customer journey and experience for DoiT customers. Build strong relationships with Enterprise customers through engagement oversight
• In collaboration with the Director of Customer and Product Success, leverage CS best practices to refine and maintain our approach to customer success for all customer tiers and segments
• Ensure successful delivery against all Customer Success metrics, including: time to value, net dollar retention, onboarding CSAT, product adoption and customer engagement health scores
• Drive continuous improvement of a team of CSMs through individual coaching, mentoring, and effective feedback. Own CSM team meetings, with a focus on training, knowledge sharing, and operationalizing processes
• Work collaboratively with other teams at DoiT to execute successfully on our delivery framework
• Develop goals and objectives for the CSM team and identify initiatives for the team that align with the attainment of our company-level objectives
• Become a product expert and ensure that customers are effectively trained on the platform and new features as they are released. Work collaboratively with the Product and Engineering teams to be the voice of the customer and qualify and prioritize customer feedback
• Build out CSM playbooks and relevant internal and customer-facing documentation to support the customer journey at DoiT

Preferred Qualifications

Experience leading and operating in a global team and with geographically diverse customers

Benefits

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