Job Description

Join to apply for the Senior Customer Success Manager role at DigitalOcean .

We are seeking a highly skilled Customer Success Manager focused on onboarding, with outstanding technical aptitude, exceptional communication skills, and a strong customer focus. The CSM will be responsible for onboarding new high-value customers immediately after conversion, understanding their goals, and facilitating their success. They will serve as the primary contact for the first few months, collaborating with internal teams to ensure a seamless onboarding experience.

This is a full-time, remote role within a growing 24/7 global Customer Success team that supports Cloudways/DigitalOcean customers.

Key Responsibilities

• Maintain communication with new high-value customers via calls, emails, chats, etc.
• Understand customer requirements and ensure quick fulfillment.
• Provide product demos and help customers realize early value.
• Identify customer health signals and upsell opportunities proactively.
• Serve as the main contact for six months post-conversion, then hand over to other CSMs.
• Share customer feedback with internal teams for product improvements.
• Assist in improving onboarding SOPs.
• Track and understand business KPIs.

Qualifications

• Bachelor's degree in a relevant field preferred.
• Experience in customer support, success, or technical support roles.
• Strong understanding of the product and success metrics like onboarding time, churn, MRR, ARPU, etc.
• Excellent verbal and written communication skills.
• Empathy and customer-centric mindset.
• Strong analytical skills to interpret customer data.
• Collaborative skills to work with sales, marketing, and technical teams.

Why Join DigitalOcean

• Innovate with purpose in a cutting-edge tech environment.
• Focus on career development with resources like conferences and LinkedIn Learning.
• Supportive benefits and a competitive salary range of $96,000 - $120,000, with potential bonuses and equity.
• Diversity and inclusion are core values; we are an equal-opportunity employer.
• This role is remote.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Internet Publishing

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