Senior Customer Success Manager – Remote (UK, Ireland, Estonia, Netherlands, Sweden)
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. With decades of multicloud experience, we specialize in Kubernetes, GenAI, CloudOps, and more. As an award‑winning strategic partner of AWS, Google Cloud, and Microsoft Azure, we work alongside more than 4,000 customers worldwide.
The Opportunity
As a Senior Customer Success Manager you will own a portfolio of customer accounts, driving the post‑sale customer experience from onboarding and adoption to ongoing success, retention, risk management and mitigation. You will be a trusted advisor orchestrating the entire customer journey, using DoiT Cloud Intelligence™ and human expertise to turn complexity into clarity and deliver quantifiable business value.
Responsibilities
Customer Management:
Own a portfolio of DoiT’s most strategic accounts and facilitate the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
Strategically manage and prioritise the customer portfolio to proactively drive engagement, deliver value, and ensure the focus on high‑impact accounts.
Deliver rapid “time to first value” (TTFV) for onboarding customers by delivering effective customer training and enablement on DoiT Cloud Intelligence™ and driving the customer onboarding checklist
Build deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects) and find new ways to engage with the customer team to ensure both depth and breadth of impact in the customer’s business. Effectively identify, engage, and build trusted relationships with key decision‑makers and influencers to drive alignment, value realization, and strategic outcomes
Perform business and technical discovery in partnership with the Forward Deployed Engineering team (and other relevant DoiT teams) to uncover opportunities for integrated use case implementation using DoiT Cloud Intelligence™
Support customer cost optimization and FinOps maturity in close collaboration with our Forward Deployed Engineering and Account Management teams
Build trust and transparency with customers as a customer advocate and provide valuable input to our product feedback loop (operating as the “voice of the customer”)
Maintains the Customer 360 record, ensuring that details for all customer touchpoints, workflows, and health metrics are accurate and up‑to‑date
Proactively surface customer advocacy opportunities and coordinate with our marketing team on case studies, customer interviews, speaking events, etc.
Risk and Escalation Management
Identify, escalate, and manage risk utilizing customer data: health scores, product usage, and customer sentiment
Create effective mitigation plans in collaboration with DoiT Account Managers, Product, Forward Deployed Engineering, and DoiT leadership
Presents customer risk and escalation status and portfolio‑level trends to senior DoiT leadership in support of ongoing improvements to DoiT tools and offerings
Account Team Partnership
Identify and qualify expansion and growth opportunities throughout the customer journey for execution by the Account Management team
Provide quantitative and qualitative insights to the Account Management team for customer Quarterly Business Reviews (QBRs) and renewals
Internal CS Processes
Continuously provide input into the refinement of DoiT’s internal Customer Success playbooks and processes
Delivers knowledge sharing sessions in CSM team meetings related to CS best practices, cloud, FinOps, and DoiT tools
Maintain a deep, technical understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage DoiT solutions more effectively
Qualifications
5+ years experience in Customer Success in a B2B SaaS Company is a must
3+ 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)
Bonus Points
Experience with finance or data analytics
Cloud Provider (AWS, Azure, GCP) and/or FinOps Certifications
Additional languages: French, Spanish, Italian
Benefits
Unlimited Vacation
Flexible Working Options
Health Insurance
Employee Stock Option Plan
Professional Development Stipend
DoiT unites as Many Do’ers, One Team, where diversity is more than a goal—it’s our strength. We actively cultivate an inclusive, equitable workplace, recognizing that each unique perspective enhances our innovation. By celebrating differences, we create an environment where every individual feels valued, contributing to our collective success.
Be your truest self. Work on your terms. Make a difference. We are home to a global team of incredible talent who work remotely and have the flexibility to have a schedule that balances your work and home life. We embrace and support leveling up your skills professionally and personally.
What does being a Do’er mean? We’re all about being entrepreneurial, pursuing knowledge and having fun!
At DoiT International, we are committed to cultivating a diverse and inclusive workplace. The information we collect for voluntary self‑identification is kept separate from employment records and is used only to improve our diversity and inclusion programs. We do not discriminate on the basis of any protected group status under any applicable law.
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