DoiT
Tech / AI / Software
SeniorCustomerSuccessManager,SELECTbyDoiT
“Senior Customer Success Manager, SELECT by DoiT at DoiT. Skills: Customer Success, B2B SaaS, Data-driven, Renewal management, Risk mitigation, Expansion, Stakeholder management, Building programs from scratch. 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”
What You'll Achieve.
Ensure customers realize clear, measurable value from the SELECT product; Drive retention, expansion, and long-term customer value; Maximize impact, retention, and growth; Deliver rapid Time to First Value (TTFV); Drive adoption, value realization, and long-term alignment; Support future growth; Ensure alignment on value delivered and future success; Establish KPIs for customer health, retention, and expansion
Industry & Context.
Proven problem-solver with a bias toward action; Solve complex multicloud problems; Transform customer complexity into clarity and customer challenges into outcomes
What They're Looking For.
Must Have
5+ years of Customer Success experience in a B2B SaaS company, Experience operating as a senior CSM in an early-stage or scaling environment, 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, 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)
Nice to Have
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)
What You'll Do.
Own the full portfolio of SELECT customers and manage the entire customer lifecycle: onboarding
Design and execute the initial Customer Success operating model for SELECT
Strategically prioritize customers to maximize impact
Deliver rapid Time to First Value (TTFV) by leading effective onboarding
and enablement on the SELECT product
Build relationships with key customer stakeholders (e. g.
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 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
Proactively identify and support customer advocacy opportunities (case studies
Proactively identify customer risk using health signals
Own mitigation planning and execution in partnership with Product
Manage renewals end-to-end
ensuring alignment on value delivered and future success
Communicate customer risk
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
and strategic account planning
Provide insights and data to support QBRs and executive customer conversations
Design SELECT’s Customer Success playbooks
Define customer segmentation
and engagement cadences
Establish KPIs for customer health
How You'll Work.
Team & Collaboration
Partner directly with the GM of the SELECT product line; Close collaboration with teams across DoiT; Network with Account Managers across DoiT; Partner closely with Sales on renewals, expansions, and strategic account planning; Feed structured insights and feedback into Product and Leadership; Mitigation planning and execution in partnership with Product, Sales, and Leadership
Communication Scope
Exceptional communication and stakeholder management skills; Professional fluency in English (verbal and written)
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