Customer Success Operations Manager

Location Our Customer Success Operations Manager will be an integral part of our Customer Success team. This role is based remotely in the East Coast US, Central US, Ireland, the United Kingdom or Israel.

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 As a Customer Success Operations Manager, you will work closely with the Global Director of Customer Success to implement best practices for our Customer Success Managers, Technical Account Managers, and our Partner Success team.

Responsibilities

• Create process documentation and enablement materials regarding the DoiT customer journey framework, including: internal handoffs, onboarding workflows, adoption, health scoring, escalation, and churn mitigation
• With guidance from the Global Director of Customer Success:
• Design and implement milestone-based value realization frameworks for our customer tiers (e.g. time to first value)
• Build out and maintain leading indicator and early warning systems for churn mitigation 
• Implement innovative scaled CS motions and best practices
• Partner with CS leadership and cross-functional teams on strategic initiatives, such as: product adoption, CS input to “voice of the customer,” churn analysis, health scoring, customer advocacy, and account team alignment
• Project manage internal adoption initiatives for new CS processes, workflows, and tooling across the customer success teams
• Own CS new hire onboarding and develop and deliver content to ramp our CSM, TAM, and Partner Success teams
• Through the use of dashboards, reports, and analytics, surface and contextualize customer insights and CS team performance that drive decisions and action 
• Continuously optimize our customer success productivity platform (Planhat), including configuration, integrations, automations, and AI implementations to drive customer experience improvements and operational efficiencies
• Partner with cross-functional teams (e.g. account management, engineering, go-to-market, product) to design and implement further integrations with our customer success productivity platform and key systems and data sources

Qualifications

• 5+ years experience in a Customer Success Manager role
• 3+ years experience with Customer Success Productivity platforms, with administration responsibilities
• Experience with scaled customer success motions at a SaaS company, ideally influencing and enabling customer success teams and managing change
• Self-organized, with the ability to prioritize and set clear goals and objectives
• Analytical, data-driven, and detail-oriented with the ability to “zoom” in/out from the big picture to the minutiae
• Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment.
• Excellent communication and presentation skills, both written and verbal
• A great sense of humor and enjoys having fun at work
• BA/BS degree or equivalent practical experience.

Bonus Points

• Experience with other Customer Success and support tools, such as Zendesk and User Voice
• Experience with “Voice of the Customer” programs in a SaaS business

Are you a Do’er? 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! Click here to learn more about our core values. 

Sounds too good to be true? Check out our Glassdoor Page

We thought so too, but we’re here and happy we hit that ‘apply’ button. 

• Unlimited Vacation
• Flexible Working Options
• Health Insurance
• Parental Leave
• Employee Stock Option Plan
• Home Office Allowance
• Professional Development Stipend 
• Peer Recognition Program

Many Do’ers, One Team 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.

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