We are seeking a highly skilled Senior Customer Success Manager who will be responsible for retaining & growing existing customers as a trusted partner by building strong, value-based relationships. In this role, the individual will deliver product value, drive adoption, & serve as the primary point of contact for assigned high-value customers. As a trusted advisor, they will collaborate closely with internal teams to address customer challenges & ensure ongoing customer success.

The role is part of our growing global 24/7 Customer Success team & reports into the Manager, Customer Success, working closely with our Cloudways/DigitalOcean customers.

What Youll Be Doing:

• Maintain proactive communication & engagement with assigned high-value customers.
• Understand & address customers business needs, positioning our products as essential solutions.
• Conduct product demos, training sessions, & value realization activities to maximize adoption.
• Monitor customer health signals to manage risks & identify growth opportunities.
• Serve as the trusted advisor & main point of contact for strategic customer guidance.
• Gather customer feedback to influence product development & internal improvements.
• Continuously refine internal Customer Success SOPs to enhance customer satisfaction.
• Collaborate on tracking, analyzing, & reporting customer success KPIs.
• Coordinate seamless onboarding transitions from onboarding teams to retention.
• Act as the customer's advocate internally, ensuring customer insights drive our strategy.
• Engage cross-functionally with sales, marketing, product, & support teams to enhance customer experience.
• Work closely with internal teams to resolve technical issues effectively & promptly.

What We'll Expect From You:

Education:

• A bachelor's degree in a relevant field such as computer science, engineering, business, or related.

Experience:

• 6-7 years of relevant experience in a tech company, ideally in customer success, support, or related customer-facing roles.

Technical skills:

• Strong understanding of the product/service & familiarity with Customer Success Metrics (churn, MRR, ARPU).

Communication skills:

• Excellent verbal & written communication with strong ownership abilities.

Customer focus:

• Empathy & dedication to providing an exceptional customer experience.

Analytical skills:

• Ability to analyze customer data to identify trends & patterns.

Collaboration skills:

• Proven ability to work effectively with internal teams across pre-sales, marketing, product, & customer support.

Additional Qualities:

• Strong customer service orientation
• Effective questioning to uncover customer needs
• Detail-oriented with consultative skills
• Comfort working with & analyzing metrics
• Proactive problem-solving approach
• Desire for continuous improvement & learning
• Ability to thrive under pressure with a high level of ownership

Why Youll Like Working for DigitalOcean

• We innovate with purpose. Youll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud & AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, & scrappy, like an owner with a bias for action & a powerful sense of responsibility for customers, products, employees, & decisions. 
• We prioritize career development. At DO, youll do the best work of your career. You will work with some of the smartest & most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, & education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth & development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations & preferences.
• We reward our employees. The salary range for this position is $96,000 - $126,000 based on market data, relevant years of experience, & skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company & individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire & the option to participate in our Employee Stock Purchase Program. 
• We value diversity & inclusion. We are an equal-opportunity employer, & recognize that diversity of thought & background builds stronger teams & products to serve our customers. We approach diversity & inclusion seriously & thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This is a remote role.

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