Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete portfolio of SELECT customers and oversee the full customer lifecycle, including onboarding, adoption, value realization, renewal, and expansion.

• Develop and implement the foundational Customer Success operating model for SELECT.

• Strategically prioritize customer accounts to enhance impact, retention, and growth.

• Ensure rapid Time to First Value (TTFV) by leading successful onboarding, training, and enablement initiatives for the SELECT product.

• Foster strong relationships with key customer stakeholders, such as FinOps leaders, engineering leaders, and product owners.

• Identify and engage with decision-makers and influencers to promote adoption, value realization, and sustained alignment.

• Conduct business and product discovery to reveal new use cases and opportunities within SELECT.

• Serve as the voice of the customer, providing structured insights and feedback to Product and Leadership teams.

• Maintain comprehensive Customer 360 records, which include health signals, usage trends, risks, and opportunities.

• Proactively identify and support customer advocacy initiatives, including case studies, references, and testimonials.

• Actively monitor customer risk by utilizing health signals, usage data, engagement trends, and sentiment analysis.

• Lead mitigation planning and execution in collaboration with Product, Sales, and Leadership.

• Oversee the renewal process from start to finish, ensuring alignment regarding the value delivered and future success.

• Communicate customer risk, trends, and outcomes to senior stakeholders effectively.

• Identify and qualify opportunities for expansion within SELECT accounts.

• Collaborate with Account Managers across DoiT to uncover cross-sell and expansion possibilities between SELECT and other DoiT offerings.

• Work closely with Sales on renewals, expansions, and strategic account planning.

• Provide insights and data to support Quarterly Business Reviews (QBRs) and executive customer discussions.

• Create SELECT’s Customer Success playbooks, processes, and success metrics.

• Define customer segmentation, coverage models, and engagement cadences.

• Establish KPIs to measure customer health, retention, and expansion.

⛳️ Requirements

• Over 5 years of experience in Customer Success within a B2B SaaS organization (mandatory).

• Experience functioning as a senior Customer Success Manager in an early-stage or scaling environment.

• Strong data-driven approach with proficiency in Customer Success tools (e.g., Gainsight, Planhat, ChurnZero, or similar).

• Demonstrated ability to manage renewals, mitigate risks, and drive expansion efforts.

• Exceptional communication and stakeholder management capabilities.

• Ability to excel in ambiguous situations and create structure where it is lacking.

• Strong organizational skills and a high degree of personal accountability.

• Proven problem-solver with a proactive approach to action.

• A curious mindset and motivation to continuously enhance Customer Success strategy and execution.

• Professional fluency in English, both written and verbal.

🏝️ Benefits

• Unlimited Vacation

• Flexible Working Options

• Health Insurance

• Parental Leave

• Employee Stock Option Plan

• Home Office Allowance

• Professional Development Stipend

• Peer Recognition Program