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Senior Customer Success Manager, SELECT by DoiT

4 days, 1 hour ago
North America, United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
AWS Azure Databricks GCP Generative AI Kubernetes Snowflake
Apply Now
Zendesk

Zendesk

Zendesk provides a comprehensive software solution designed to enhance customer service and engagement through an AI-powered platform that facilitates communication across various channels, including text, mobile, phone, email, live chat, and social me...

Professional Services
5K-10K
Founded 2007
View All Jobs 107

Description

  • Own the full portfolio of SELECT customers across onboarding, adoption, value realization, renewal, and expansion.
  • Design and execute the initial Customer Success operating model, playbooks, processes, and success metrics for SELECT.
  • Lead onboarding, training, and enablement to accelerate time to first value for customers.
  • Build relationships with key stakeholders and identify decision-makers and influencers to drive adoption and long-term alignment.
  • Perform business and product discovery to uncover new use cases, expansion opportunities, and customer needs.
  • Act as the voice of the customer by sharing structured insights and feedback with Product and Leadership.
  • Maintain accurate customer records, including health signals, usage trends, risks, and opportunities.
  • Proactively identify customer risk and manage mitigation plans in partnership with Product, Sales, and Leadership.
  • Own renewals end-to-end and support strategic account planning, QBRs, and executive customer conversations.
  • Identify and qualify cross-sell and expansion opportunities across SELECT and other DoiT offerings.

Requirements

  • 5+ years of Customer Success experience in a B2B SaaS company.
  • Experience working as a senior CSM in an early-stage or scaling environment.
  • Strong data-driven mindset with experience using CS tools such as Gainsight, Planhat, ChurnZero, or similar.
  • Proven ability to manage renewals, mitigate risk, and drive expansion.
  • Exceptional communication and stakeholder management skills.
  • Ability to thrive in ambiguity and build structure where none exists.
  • Strong organizational skills and personal accountability.
  • Proven problem-solver with a bias toward action.
  • Professional fluency in English, both written and verbal.
  • Experience with Customer Success data analytics is preferred.
  • Familiarity with Snowflake, Databricks, Matillion, or Fivetran is preferred.
  • Experience working with data teams is preferred.
  • Cloud provider and/or FinOps certifications such as AWS, Azure, or GCP are preferred.

Benefits

  • Unlimited vacation.
  • Flexible working options and remote work flexibility.
  • Health insurance.
  • Parental leave.
  • Employee stock option plan.
  • Home office allowance.
  • Professional development stipend.
  • Peer recognition program.

Interested in this position?

Apply directly on the company website

Apply Now

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