Director of Customer and Product Success

Location

The Director of Customer & Product Success will be an integral part of our Client Services team. This role is based remotely in the Eastern US.

About DoiT:

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. 

DoiT Cloud Intelligence is a game changer in the industry that helps digital-native companies improve cloud operations, maintain security, control cost, and ensure governance of its growing cloud estate through world class products and services.

In this role, you will:

• Lead a global team of customer success oriented roles such as Customer Success Managers, Product Support Specialists and Technical Account Managers
• Develop deep contextual understanding of our business, our clients, our users, & their needs
• Develop expertise in our product portfolio, understand how its value proposition can be applied to address specific customer needs, and help your teams to do the same
• Be responsible for educating DoiT’s customers about our products, and ensuring they adopt those products to successfully achieve their business goals.
• Work to effectively on-board customers, and build programs to help them meet their strategic cloud objectives using our technology
• Guide our customer success teams with best practice engagement management methodologies Build processes that help us scale, and ensure the most effective systems and workflows are in place to support them
• Research, develop, and apply best practices to improve and keep customer engagement fresh, and customer satisfaction high
• Ensure superior levels of customer support continue to be a key differentiator for the company
• Develop customer education programs that combine technology- and human-based teaching methods
• Establish close working relationships with several functions at the company, including Product Management, Engineering, Account Management, and Sales
• Define and implement necessary systems and tools to provide key business information and metrics to highlight the team’s performance and effectiveness
• Establish and track key performance indicators (KPIs) for customer success, including customer retention, customer satisfaction, and product adoption.
• Analyze customer data to identify trends and opportunities for improvement.
• Stay up-to-date on industry trends and best practices in customer success.

The ideal candidate has:

• 10+ years leading Customer Success and Support teams at B2B SaaS companies
• Proven track record of building, managing, retaining, and growing global teams
• Experience with modern customer success processes, strategies, and tools
• Comfort working in a metrics-driven environment, including accountability for defining and driving KPIs
• Strong technical skills that enable you to engage productively with technical teams
• Experience with GCP, AWS, or other major public cloud
• Experience with project management methodologies
• Ability to adapt to fast-changing nature of SaaS market, and can pivot and learn quickly
• Strong verbal/written communication skills and ability to interact at all levels of the organization

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.

#LI-Remote