Customer Success Manager -Thai Speaking (Singapore)

Location
Our Customer Success Manager will be an integral part of our global Customer and Partner Success team. 

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
Customer Success Managers at DoiT are the trusted advisors and orchestrators of the customer journey, responsible for ensuring the success of our customers at every stage of the customer experience. Leveraging DoiT Cloud Intelligence™ and DoiT experts (our human intelligence), we transform complexity into clarity and our customer’s challenges into opportunities to drive outcomes that provide quantifiable business value for our customers and the DoiT business.
We are looking for a Customer Success Manager to own a portfolio of customer accounts, driving the post-sale customer experience from onboarding, to adoption, to ongoing success with focus on and accountability for retention and risk mitigation. The ideal candidate is a self-motivated and data-driven individual who is skilled at leveraging relationship building, modern CS tools, and rigorous workstream management to achieve success. This role is ideal for a CSM who is interested in operating at the intersection of cloud technology, financial operations, and customer impact.

Responsibilities

• Customer Management
• Own a portfolio of accounts and facilitate the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
• Deliver rapid “time to first value” (TTFV) for onboarding customers by delivering effective customer training and enablement on DoiT Cloud Intelligence™ and driving the customer onboarding checklist
• Build deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects) and find new ways to engage with the customer team to ensure both depth and breadth of impact in the customer’s business
• Perform business context discovery in partnership with the Forward Deployed Engineering team (and other relevant DoiT teams) to uncover opportunities for integrated use case implementation using DoiT Cloud Intelligence™
• Build trust and transparency with customers as a customer advocate and provide valuable input to our product feedback loop (operating as the “voice of the customer”)
• Maintains the Customer 360 record, ensuring that details for all customer touchpoints, workflows, and health metrics are accurate and up-to-date
• Coordinate with our marketing team on customer advocacy opportunities (e.g. case studies, customer interviews)
• Risk and Escalation Management
• Identify, escalate, and manage risk utilizing customer data: health scores, product usage, and customer sentiment
• Create effective mitigation plans in collaboration with DoiT Account Managers, Product, Forward Deployed Engineering, and DoiT leadership
• Account Team Partnership
• Identify and qualify expansion and growth opportunities throughout the customer journey for execution by the Account Management team 
• Provide quantitative and qualitative insights to the Account Management team for customer Quarterly Business Reviews (QBRs) and renewals
• Internal CS Processes
• Provide feedback on internal Customer Success playbooks and processes
• Maintain a proficient understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage DoiT solutions more effectively

Qualifications

• 3+ years of experience in Customer Success in a B2B Saas Company is a must 
• 1-2 years of experience with a publi