Senior Customer Success Manager

DigitalOcean; Austin (TX); Remote; USD 80,000 - 100,000; Full time

Job summary

An innovative company is seeking a Senior Customer Success Manager to enhance customer onboarding experiences. In this remote role, you will engage with high-value clients, ensuring they achieve their goals swiftly and effectively. You will serve as their primary contact, utilizing your technical skills and communication abilities to facilitate seamless interactions. This position offers opportunities for professional growth and a commitment to employee well-being, making it an exciting chance to contribute to a forward-thinking team in the cloud services industry.

Benefits

Career Development Opportunities

Comprehensive Benefits

Competitive Salary

Diversity and Inclusion Commitment

Qualifications

• Experience in customer support or success roles.
• Strong understanding of product/service and success metrics.

Responsibilities

• Maintain communication with new high-value customers.
• Provide technical guidance and onboarding plans.
• Analyze customer data and identify trends.

Skills

Customer Success Management

Communication Skills

Technical Aptitude

Analytical Skills

Collaboration Skills

Education

Bachelor’s Degree in Relevant Field

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 abilities, and a strong customer focus. The CSM will be responsible for onboarding new high-value customers immediately after conversion, understanding their desired outcomes and goals, and expediting their path to success. They will serve as the primary contact for the first few months, collaborating with internal teams to facilitate consultative discussions and overcome any hurdles, ensuring a seamless and enjoyable onboarding journey for the customer.

This is a full-time, remote job in a growing 24/7 global Customer Success team that takes care of Cloudways/DigitalOcean customers.

What You’ll Be Doing

• Maintain communication (via calls, emails, chats, etc.) with new high-value customers
• Understand customers’ requirements and ensure they meet them as quickly as possible
• Give product demos and help customers realize early value
• Proactively identify customers’ health signals and up-sell opportunities
• Be the point of contact for six months after conversions and then hand off customers to Customer Success Managers (CSMs)
• Share customers’ feedback with internal teams for product improvements
• Help team managers improve onboarding SOPs
• Understand and keep track of business KPIs

Additional responsibilities include understanding customer needs, providing technical guidance, developing onboarding plans, resolving technical issues, monitoring progress, and providing feedback to improve processes.

What We'll Expect From You

• Education: Bachelor’s degree in a relevant field preferred
• Experience: Relevant work experience in customer support, success, or technical roles
• Technical skills: Strong understanding of the product/service, familiarity with success metrics
• Communication skills: Strong verbal and written skills, ownership
• Customer focus: Empathy and commitment to excellent customer experience
• Analytical skills: Ability to analyze customer data and identify trends
• Collaboration skills: Ability to work with internal teams effectively

Additional qualities include a customer service mindset, effective questioning, issue management, attention to detail, data analysis comfort, proactive problem-solving, continuous learning, and a strong sense of ownership.

Why You’ll Like Working for DigitalOcean

• Innovation with purpose, simplifying cloud and AI for creators
• Career development opportunities, training, and growth resources
• Focus on well-being with comprehensive benefits
• Competitive salary range of $80,000 - $100,000, with potential bonuses and equity
• Diversity and inclusion commitment
• This is a remote role

Additional Details

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