Sr. Manager, Customer Success

We want people who are passionate about helping our customers and partners realize the benefits of DigitalOcean's cloud infrastructure.

We are looking for a Senior Manager, Customer Success who builds teams that facilitate and drive new customer acquisition and retention, focused on our AI/ML product offerings. This is a team manager role managing a team of bright and hungry customer success specialists within our AI/ML team. The team focuses on a Product-Led Growth motion - working with inbound customers who are building and deploying Ai/ML models on our platform and helping them to scale their solutions successfully..

If you are a high-performing and results-oriented team lead with a passion for making your customers more successful and looking to make a big impact in a rapidly growing team in an exciting and cutting-edge industry, we look forward to speaking with you.

What You'll Add to DigitalOcean:

• Your primary responsibility will be driving customer success and ensuring the long-term retention of our valued clients - meeting revenue and retention goals
• Your technical expertise will play a vital role in understanding and addressing the unique needs of our customers, providing them with innovative solutions, and effectively communicating the value of our AI/ML offerings
• Consistently grow
• Lead and manage a team of Customer Success Managers, providing direction, support and mentorship to maximize their performance and professional growth
• Foster a positive team culture and promote a customer-centric mindset among team members
• Guide and advise team members in their customer interactions, ensuring successful outcomes
• Collaborate closely with cross-functional teams, including Engineering, Product, and Marketing, to align customer success initiatives with company goals and objectives
• Monitor key metrics and performance indicators to evaluate team performance and identify areas for improvement
• Foster strong relationships with key customers, serving as their trusted advisor and advocate within the organization
• Utilize your technical background to understand and effectively communicate complex product functionalities and address customer technical inquiries
• Develop and implement strategies to ensure customer satisfaction, retention, and overall success
• Assess client health and develop strategies to mitigate churn

What We'll Expect From You:

• Proven track record of leading teams to achieve measurable goals in a Product-Led Growth environment
• Strong network/relationships and ability to build strategic relationships
• Awareness of emerging trends in the local market for AI/ML cloud-based services and ability to create and capitalize on opportunities
• Ability to work independently to identify, evaluate, generate new business opportunities, and drive them to closure
• Detail-oriented and extremely organized with an ability to multi-task & prioritize tasks
• Previous experience in IaaS or PaaS is a plus
• Ability to clearly understand and articulate solution value propositions
• High-level technical aptitude to understand our products and how they fit together
• Strong verbal and written communication skills, with the ability to explain technical concepts in clear and concise terms
• Ability to quickly synthesize and put to use new information
• Strong organizational and time management skills
• Bachelor's Degree strongly preferred
• Be curious and ask questions

Why You'll Like Working for DigitalOcean:

• We reward our employees. The base salary range for this position is between $88,000.00 - $120,000.00 based on relevant years of experience and skills. The salary range for this role is specific to candidates located within the U.S. and will vary for candidates outside the U.S.. Employees may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees including grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. In the United States, these include health insurance, unlimited vacation, retirement benefits, a generous parental leave program, and additional resources to support employees' overall well-being. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

• This is a remote role

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