LOCATION

Our Senior Customer Success Manager will be an integral part of our global Customer and Product Success team.
This role is based remotely in UK, Ireland, Spain or Estonia.
The role is also available to independent contractors in Eastern Europe.

WHO WE ARE

DoiT is a global technology company that works with cloud-driven organizations to leverage the cloud to drive business growth and innovation. We combine data, technology, and human expertise to ensure our customers operate in a well-architected and scalable state - from planning to production.
Delivering DoiT Cloud Intelligence, the only solution that integrates advanced technology with human intelligence, we help our customers solve complex multicloud problems and drive efficiency.
With decades of multicloud experience, we have specializations in Kubernetes, GenAI, CloudOps, and more. An award-winning strategic partner of AWS, Google Cloud, and Microsoft Azure, we work alongside more than 4,000 customers worldwide.

THE OPPORTUNITY

We are a team of Customer Success professionals who are skilled at working with customers and internal DoiT teams to solve challenging problems. We are committed to personal development and enjoy sharing our knowledge and experience. We work hands-on, side-by-side with our customers to educate, mentor, advise, and solve problems to make sure they are getting the most out of what our product and team have to offer.
We are looking for a Senior Customer Success Manager to help us lead our most strategic accounts as a partner and trusted advisor. The ideal candidate is a self-motivated and goal-oriented individual who is skilled at developing strong customer relationships that promote retention through customer-realized value. This role is ideal for an experienced CSM who thrives at the intersection of cloud technology, financial operations, and customer impact and is eager to help us shape the future of FinOps customer success at DoiT.

QUALIFICATIONS

• 5+ years experience in Customer Success in a B2B Saas Company is a must
• 1-2 years experience with a public cloud platform like GCP, AWS, or Azure
• Experience with Customer Success tooling (such as Planhat, Gainsight, Churnzero)
• Experience driving success plans and achieving customer targets/goals/objectives
• Exceptional ability to communicate and foster positive business relationships with our customers and staff
• Demonstrated the ability to learn new technologies and products quickly, and understand how customers use them to drive strategic success
• Experience analyzing and optimizing the existing process in the customer success department
• A proven track record of creative problem solving on internal and customer-facing issues
• Accountability and personal organization is a must
• Highly motivated team player with a positive outlook and a can-do attitude, preferably with a great sense of humor
• Curiosity and self-motivation to learn and develop professional competencies
• Be fluent in English to a professional degree (verbal and written)

• Own a portfolio of strategic accounts across the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
• Deliver and enhance customer training and education on the DoiT console
• Build deep and healthy relationships with key stakeholders (CFOs, FinOps leads, engineers, cloud architects) to align our solutions to their business goals
• Identify risk utilizing health scores, product usage, and customer sentiment and create mitigation plans in collaboration with DoiT Account Managers, Technical Account Managers, and senior leadership
• Ongoing collaboration and relationship building with internal stakeholders like Sales, Account Management and Product Management
• Evaluate and analyze customer needs and share information with the DoiT organization
• Build trust and transparency with customer and act as a customer advocate (operate as the “voice of the customer")
• Escalate problems and customer feedback more generally, to the engineering team, product managers, and other departments
• Maintain a detailed understanding of Doit’s products and services and customer use cases to advise customers on how to leverage Doit solutions more effectively
• Contribute to the growth and refinement of the Customer Success Manager function at DoiT, helping to optimize existing processes and actively enhance all Customer Success initiatives