Customer Success Manager, Costa Rica

Overview

Location

Our Associate Customer Success Manager will be an integral part of our global Customer and Product Success team. This role is based remotely in Costa Rica and open to contractors .

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

We are a team of Customer Success professionals who are skilled at working with customers and internal DoiT teams to solve challenging problems. We are committed to personal development and enjoy sharing our knowledge and experience. We work hands-on, side-by-side with our customers to educate, mentor, advise, and solve problems to make sure they are getting the most out of what our product and team have to offer. We are looking for an Associate Customer Success Manager to own a portfolio of customer accounts, operating as a partner and customer journey orchestrator for a high-volume portfolio of DoiT customers. The ideal candidate is a highly self-motivated and goal-oriented individual who is eager to leverage best-in-class Customer Success tooling and data-driven insights to promote retention through customer-realized value. This role is ideal for a CSM who is interested in operating at the intersection of cloud technology, financial operations, and customer impact.

Responsibilities

• Own a portfolio of accounts, leveraging automated playbooks and workflows to help customers achieve value through all phases of the customer journey, including onboarding, adoption, value realization, renewal, and expansion
• Deliver one-to-many customer training and education sessions on the DoiT console. Host one-to-many office hours for customer Q&A
• Use customer insights surfaced through our Customer Success tooling to analyze customer sentiment and propensity for growth. Identify strategic customers for account planning and additional human outreach
• Support the Account Management team by sharing key insights into adoption and sentiment, with an emphasis on account growth and creation of deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects)
• Manage customer escalations, identify risk, and build relevant mitigation plans in collaboration with Account Management and CS leadership
• Build trust and transparency with customers and act as a customer advocate (operate as the “voice of the customer”)
• Escalate problems and customer feedback more generally to the engineering team, product managers, and other departments
• Maintain a detailed understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage DoiT solutions more effectively

Qualifications

Bonus Points

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 balance 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 entrepreneurial, eager to learn, and value fun. Learn more about our core values.

Benefits

Equality and Inclusion

At DoiT International, we are committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of protected status. We may collect voluntary demographic information for reporting purposes; responses are confidential and will not affect hiring decisions. This information is kept separate from employment records.

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