Senior Customer Success Manager, SELECT by DoiT

DoiT is a global technology company that helps cloud-driven organizations leverage cloud technology for business growth. The Senior Customer Success Manager will own the end-to-end customer journey for the SELECT product, ensuring customers achieve measurable value and success through effective onboarding, training, and relationship management.

Responsibilities:

• Own the full portfolio of SELECT customers and manage the entire customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
• Design and execute the initial Customer Success operating model for SELECT
• Strategically prioritize customers to maximize impact, retention, and growth
• Deliver rapid Time to First Value (TTFV) by leading effective onboarding, training, and enablement on the SELECT product
• Build strong relationships with key customer stakeholders (e.g., FinOps leaders, engineering leaders, product owners)
• Identify and engage decision-makers and influencers to drive adoption, value realization, and long-term alignment
• Perform business and product discovery to uncover new use cases and opportunities within SELECT
• Act as the voice of the customer, 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 (case studies, references, 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 future success
• Communicate customer risk, trends, and outcomes to senior stakeholders
• Identify and qualify expansion opportunities within SELECT accounts
• Network with Account Managers across DoiT to identify cross-sell and expansion opportunities between SELECT and other DoiT offerings
• Partner closely with Sales on renewals, expansions, and strategic account planning
• Provide insights and data to support QBRs and executive customer conversations
• Design SELECT’s Customer Success playbooks, processes, and success metrics
• Define customer segmentation, coverage models, and engagement cadences
• Establish KPIs for customer health, retention, and expansion

Requirements:

• 5+ years of Customer Success experience in a B2B SaaS company
• Experience operating as a senior CSM in an early-stage or scaling environment
• Strong data-driven mindset with experience using CS tooling (e.g., Gainsight, Planhat, ChurnZero, or similar)
• Proven ability to manage renewals, mitigate risk, and drive expansion
• Exceptional communication and stakeholder management skills
• Ability to thrive in ambiguity and build structure where none exists
• Strong organizational skills and personal accountability
• Proven problem-solver with a bias toward action
• Curiosity and motivation to continuously improve CS strategy and execution
• Professional fluency in English (verbal and written)
• Experience with Customer Success data analytics
• Experience or familiarity with technologies like Snowflake, Databricks, Matillion, Fivetran
• Experience or familiarity in working with data teams
• Cloud provider and/or FinOps certifications (AWS, Azure, GCP)