Senior Customer Success Manager, SELECT

Overview

Location
Our Senior Customer Success Manager will be an integral part of our global Customer and Partner Success team. This role is based remotely in North America in the EST timezone.

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, Cloud Ops, 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
The Senior Customer Success Manager at SELECT will be the trusted advisor and owner of the end-to-end customer journey, responsible for ensuring customers realize clear, measurable value from the SELECT product. In this role, you will partner directly with the GM of the SELECT product line (and former founder/CEO) to define, build, and evolve the Customer Success program from the ground up.

As the first Senior Customer Success Manager on the SELECT team, you will take full ownership of the current portfolio of SELECT customers from day one, shaping the systems, playbooks, and operating model to support future growth. You'll have the opportunity to help hire and onboard additional Customer Success Managers as the business grows. Leveraging SELECT’s product insights and data, you will transform customer complexity into clarity and customer challenges into outcomes that drive retention, expansion, and long-term customer value.

SELECT is an independent, adjacent product within the DoiT company and is sold separately, requiring close collaboration—but clear ownership—across teams. We are looking for a Senior Customer Success Manager to fully own the post-sale customer experience for SELECT, from onboarding and adoption through renewal, expansion, and long-term success. The ideal candidate is a self-motivated, data-driven builder who thrives in ambiguity, enjoys designing programs from scratch, and is excited to combine hands-on customer work with strategic CS leadership.

Customer Management

• 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., Fin Ops 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)

Renewals, Risk & Escalation Management

• 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

Account & Cross-Functional Partnership

• 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…