Senior Customer Success Manager

Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.

Position Overview

We are looking for a Senior Customer Success Manager with 9+ years of expierence who is passionate about retaining and growing existing customers as a trusted partner by building strong, value-based relationships. As a Senior Customer Success Manager at DigitalOcean, you will join a dynamic global 24 / 7 Customer Success team dedicated to revolutionizing cloud computing and AI. This role reports to the Manager, Customer Success and works closely with our Cloudways / DigitalOcean customers. The individual will deliver product value, drive adoption, and serve as the primary point of contact for assigned high-value customers.

What You’ll Do

• Maintain proactive communication and engagement with assigned high-value customers.
• Understand and address customers’ business needs, positioning our products as essential solutions.
• Conduct product demos, training sessions, and value realization activities to maximize adoption.
• Monitor customer health signals to manage risks and identify growth opportunities.
• Serve as the trusted advisor and main point of contact for strategic customer guidance.
• Gather customer feedback to influence product development and internal improvements.
• Continuously refine internal Customer Success SOPs to enhance customer satisfaction.
• Collaborate on tracking, analyzing, and 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, and support teams to enhance customer experience.
• Work closely with internal teams to resolve technical issues effectively and promptly.

Key Metrics

What You’ll Add to DigitalOcean

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

Ability to thrive under pressure with a high level of ownership.

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Why You’ll Like Working for DigitalOcean