Senior Customer Success Manager

DigitalOcean; San Francisco (CA); Remote; USD 96,000 - 120,000; Full time

Job summary

An established industry player is looking for a Senior Customer Success Manager to join their dynamic team. In this full-time, remote role, you'll be at the forefront of customer engagement, ensuring high-value clients achieve their goals from day one. Your expertise in customer support and technical aptitude will be critical in onboarding new customers and enhancing their experience. With a focus on career development and a commitment to diversity, this role offers a competitive salary and the chance to innovate in a collaborative tech environment. If you're passionate about customer success and ready to make a significant impact, this opportunity is for you.

Benefits

Career Development Resources

Competitive Salary

Diversity and Inclusion Initiatives

Qualifications

• Experience in customer support, success, or technical support roles.
• Strong understanding of customer success metrics and product.

Responsibilities

• Onboard new high-value customers and understand their goals.
• Maintain communication and provide product demos to customers.
• Track business KPIs and share feedback for product improvements.

Skills

Customer Support Experience

Technical Aptitude

Communication Skills

Analytical Skills

Collaboration Skills

Education

Bachelor's Degree

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