Note: The job is a remote job and is open to candidates in USA. DoiT is a global technology company that works with cloud-driven organizations to leverage the cloud to drive business growth and innovation. The Senior Customer Success Manager will own the end-to-end customer journey for a portfolio of SELECT accounts, acting as a trusted advisor to ensure customers realize measurable value from the SELECT product.
Responsibilities
- Own a portfolio of SELECT customers and manage the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
- Deliver rapid Time to First Value (TTFV) through effective onboarding, training, and enablement
- Build strong relationships with key customer stakeholders, including FinOps leaders, engineering leaders, and product owners
- Identify and engage decision-makers and influencers to drive adoption and long-term alignment
- Perform business and product discovery to uncover new use cases and expansion opportunities
- Act as the voice of the customer by 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 such as case studies, references, and 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 the customer’s path forward
- Communicate customer risk, trends, and outcomes clearly to senior stakeholders
- Identify and qualify expansion opportunities within SELECT accounts
- Network with Account Managers across DoiT to surface cross-sell and expansion opportunities between SELECT and other DoiT offerings
- Contribute data and insights to support QBRs and executive customer conversations
- Execute established AM playbooks with consistency and rigor
- Contribute feedback and improvements to playbooks and processes based on what you observe in your accounts
- Support the onboarding of new Customer Success Managers as the team grows
- Share learnings from high-volume accounts to improve team-wide practices
Skills
- 5+ years of Account Management and/or Customer Success experience in a B2B SaaS company
- Experience operating as a Senior AM, ideally in a scaling or fast-paced environment
- Strong data-driven mindset with hands-on experience using CS tooling such as Gainsight, Planhat, ChurnZero, or similar
- Proven ability to manage renewals, mitigate risk, and drive expansion
- Exceptional communication and stakeholder management skills
- Comfortable working with ambiguity and operating with a high degree of autonomy
- Strong organizational skills and personal accountability
- Proven problem-solver with a bias toward action
- Curious, self-motivated, and committed to continuous improvement
- Professional fluency in English, written and verbal
- Experience with Account Management/Customer Success data analytics
- Familiarity with technologies like Snowflake, Databricks, Matillion, or Fivetran
- Experience working with or supporting data teams
- Cloud provider or FinOps certifications (AWS, Azure, GCP)
Benefits
- Unlimited Vacation
- Flexible Working Options
- Health Insurance
- Parental Leave
- Employee Stock Option Plan
- Home Office Allowance
- Professional Development Stipend
- Peer Recognition Program
Company Overview
DoiT Cloud Intelligence intent-aware FinOps platform goes beyond cost optimization to drive reliability, performance, and security. It was founded in 2011, and is headquartered in Santa Clara, California, USA, with a workforce of 501-1000 employees. Its website is https://www.doit.com.