Role Description 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. 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 a 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. 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. 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 and enjoys designing programs from scratch. Responsibilities - 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., FinOps 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 on renewals, expansions, and strategic account planning. - Provide insights and data to support QBRs and executive customer conversations. Building & Scaling Customer Success - Design SELECT’s Customer Success playbooks, processes, and success metrics. - Define customer segmentation, coverage models, and engagement cadences. - Establish KPIs for customer health, retention, and expansion. Qualifications - 5+ years of Customer Success experience in a B2B SaaS company (required). - Experience operating as a senior CSM in an early-stage or scaling environment. - Strong data-driven mindset with experience using CS tooling (e.g., 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. - Curiosity and motivation to continuously improve CS strategy and execution. - Professional fluency in English (verbal and written). Bonus Points - Experience with Customer Success data analytics. - Experience or familiarity with technologies like Snowflake, Databricks, Matillion, Fivetran. - Experience or familiarity in working with data teams. - Cloud provider and/or FinOps certifications (AWS, Azure, GCP). Benefits - Unlimited Vacation. - Flexible Working Options. - Health Insurance. - Parental Leave. - Employee Stock Option Plan. - Home Office Allowance. - Professional Development Stipend. - Peer Recognition Program. Company Description 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.

• Own the health and retention of a defined portfolio of customers, ensuring consistent value realization and satisfaction. • Partner cross-functionally (Support, Onboarding, Offboarding, Payroll, Finance and BOps etc.) to proactively resolve issues affecting client experience or employee experience. • Develop and execute customer health and retention strategies, using data and feedback to anticipate risks and drive recovery plans. • Maintain accurate and current records of customer health, sentiment, and engagement in HubSpot and the platform. • Partner with Hiring Success Managers (HSMs) and clients to ensure that committed FTE hires under the MSA are activated efficiently and on time. • Identify and remove operational blockers to speed up time-to-revenue and time-to-value. • Provide feedback and insights to improve activation processes and onboarding experience. • Identify strategic expansion opportunities across products, countries. • Educate customers on new platform capabilities and complementary services (e.g., RemoVisa, RemoTech, RemoPlus). • Influence buying decisions through trusted relationships and data-backed recommendations. • Cultivate customer advocates by driving strong outcomes and satisfaction. • Encourage positive public feedback (e.g., G2 reviews, case studies, testimonials). • Act as a trusted advisor on global employment, providing clients with informed guidance on country-specific employment practices, supported by our internal resources and local expert network. • Provide structured feedback from clients to XFN teams, to influence roadmap and service improvements.

• Own the health and retention of a defined portfolio of customers, ensuring consistent value realization and satisfaction. • Partner cross-functionally (Support, Onboarding, Offboarding, Payroll, Finance and BOps etc.) to proactively resolve issues affecting client experience or employee experience. • Develop and execute customer health and retention strategies, using data and feedback to anticipate risks and drive recovery plans. • Maintain accurate and current records of customer health, sentiment, and engagement in HubSpot and the platform. • Partner with Hiring Success Managers (HSMs) and clients to ensure that committed FTE hires under the MSA are activated efficiently and on time. • Identify and remove operational blockers to speed up time-to-revenue and time-to-value. • Provide feedback and insights to improve activation processes and onboarding experience. • Identify strategic expansion opportunities across products, countries. • Educate customers on new platform capabilities and complementary services (e.g., RemoVisa, RemoTech, RemoPlus). • Influence buying decisions through trusted relationships and data-backed recommendations. • Maintain a consultative approach, focusing on long-term customer success and retention-driven growth. • Cultivate customer advocates by driving strong outcomes and satisfaction. • Encourage positive public feedback (e.g., G2 reviews, case studies, testimonials). • Partner with Marketing to spotlight success stories that elevate the RemoFirst brand. • Act as a trusted advisor on global employment, providing clients with informed guidance on country-specific employment practices, supported by our internal resources and local expert network. • Keep internal knowledge bases up to date with new learnings and regulatory changes. • Stay informed about RemoFirst product releases to serve as a platform expert and communicate relevant updates to clients. • Provide structured feedback from clients to XFN teams, to influence roadmap and service improvements. • Contribute to CXG process optimization projects, documentation, and best practice development. • Support cross-functional collaboration initiatives aimed at reducing ticket escalations and improving overall efficiency.

• Own the Onboarding Experience • Manage a portfolio of employees, overseeing the complete onboarding process through our RemoFirst platform. • Explain the global employment requirements to clients and employees, gather necessary documentation, and collaborate with third-party partners to ensure locally compliant paperwork. • Keep all parties informed of progress every step of the way. • Leverage EOR Expertise • Use your Employer of Record background to educate and guide clients on best practices for compliant, efficient global hiring. • Partner with our internal knowledge base and local experts to remain at the forefront of EOR solutions in each country. • Maintain Accurate Data • Ensure all core information related to onboarding is correct and up to date in our systems. • Work closely with our global network of partners to uphold compliance and consistency. • Champion Continuous Improvement • Collect user feedback and share it with our Product team to influence future enhancements. • Stay informed about product updates so you can advise clients and team members with confidence. • Resolve Service Issues • Proactively manage any onboarding service issues, collaborating with internal teams and local partners to resolve problems efficiently.