Senior Customer Success Manager (San Francisco) Job at DigitalOcean, San Francisco, CA

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  • DigitalOcean
  • San Francisco, CA

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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Job Tags

Full time, Immediate start,

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