Customer Success Manager

About the role

DOSS is seeking a curious, proactive, and technically-leaning Customer Success Manager to join our growing post-sales team.

This role will serve as the primary point of contact for customers post-implementation, ensuring they're fully utilizing and seeing value from DOSS, managing contract renewals, teeing up cross-sells/upsells, and collecting feedback. It will partner closely with Technical Support Engineering, Implementation (PMO), Product, and Sales.

The ideal candidate thrives in a fast-paced, autonomous startup environment, readily accepts feedback, and is invigorated by sailing into uncharted waters.

What You'll Do

• Own a portfolio of strategic customers supporting onboarding, adoption, and retention efforts
• Act as the primary DOSS POC and trusted advisor for operations, supply chain, finance, and executive stakeholders
• Run regular business reviews and executive presentations that clearly communicate DOSS' ROI
• Ensure fidelity between a customer's SOW and their DOSS instance
• Work closely with Product to collect customer feedback, informing the product roadmap
• Partner closely with Sales on expansion opportunities
• Own a renewal target

Qualifications

• 3+ years as a Customer Success Manager (or similar customer-facing role) at a software or AI company
• 5+ years of total relevant work experience (e.g., CS, consulting, program management, product, etc.)
• Experience working with enterprise or mid-market SaaS customers
• Superior presentation and communication skills, and ability to connect with diverse stakeholders