Senior Customer Success Manager

We are seeking a highly skilled Senior Customer Success Manager who will be responsible for retaining and growing existing customers as a trusted partner by building strong, value-based relationships. In this role, the individual will deliver product value, drive adoption, and serve as the primary point of contact for assigned high-value customers. As a trusted advisor, they will collaborate closely with internal teams to address customer challenges and ensure ongoing customer success.

The role is part of our growing global 24/7 Customer Success team and reports into the Manager, Customer Success, working closely with our Cloudways/DigitalOcean customers.

• 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.

Education:

• A bachelor's degree in a relevant field such as computer science, engineering, business, or related.

Experience:

• 6-7 years of relevant experience in a tech company, ideally in customer success, support, or related customer-facing roles.

Technical skills:

• Strong understanding of the product/service and familiarity with Customer Success Metrics (churn, MRR, ARPU).

Communication skills:

• Excellent verbal and written communication with strong ownership abilities.

Customer focus:

• Empathy and dedication to providing an exceptional customer experience.

Analytical skills:

• Ability to analyze customer data to identify trends and patterns.

Collaboration skills:

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

Additional Qualities:

• Strong customer service orientation
• Effective questioning to uncover customer needs
• Detail-oriented with consultative skills
• Comfort working with and analyzing metrics
• Proactive problem-solving approach
• Desire for continuous improvement and learning
• Ability to thrive under pressure with a high level of ownership

• We innovate with purpose. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
• We prioritize career development. At DO, you’ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is $80,000 - $105,000 based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program. 
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This is a remote role.

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