Customer Success Operations Manager

LocationOur 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 AreDoiT 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 OpportunityAs 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.ResponsibilitiesCreate process documentation and enablement materials regarding the DoiT customer journey framework, including: internal handoffs, onboarding workflows, adoption, health scoring, escalation, and churn mitigationWith 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 mitigationImplement innovative scaled CS motions and best practicesPartner 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 alignmentProject manage internal adoption initiatives for new CS processes, workflows, and tooling across the customer success teamsOwn CS new hire onboarding and develop and deliver content to ramp our CSM, TAM, and Partner Success teamsThrough the use of dashboards, reports, and analytics, surface and contextualize customer insights and CS team performance that drive decisions and actionContinuously optimize our customer success productivity platform (Planhat), including configuration, integrations, automations, and AI implementations to drive customer experience improvements and operational efficienciesPartner 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 sourcesQualifications5+ years experience in a Customer Success Manager role3+ years experience with Customer Success Productivity platforms, with administration responsibilitiesExperience with scaled customer success motions at a SaaS company, ideally influencing and enabling customer success teams and managing changeSelf-organized, with the ability to prioritize and set clear goals and objectivesAnalytical, data-driven, and detail-oriented with the ability to "zoom" in/out from the big picture to the minutiaeAbility to effectively operate with flexibility in a fast-paced, constantly evolving team environment.Excellent communication and presentation skills, both written and verbalA great sense of humor and enjoys having fun at workBA/BS degree or equivalent practical experience.Bonus PointsExperience with other Customer Success and support tools, such as Zendesk and User VoiceExperience with "Voice of the Customer" programs in a SaaS businessAre 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 PageWe thought so too, but we're here and happy we hit that 'apply' button.Unlimited VacationFlexible Working OptionsHealth InsuranceParental LeaveEmployee Stock Option PlanHome Office AllowanceProfessional Development StipendPeer Recognition ProgramMany Do'ers, One TeamDoiT 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.#LI-Remote