Director of Customer Success Management

| Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Do you ever wonder what happens inside the cloud?

Headquartered in New York but based around the world, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers around the world. Our mission is to simplify cloud computing for every developer. We are working on solving some of the most challenging and interesting technology projects around, on a scale unmatched by most.

We want people who are passionate about building meaningful, long-term relationships with our customers that help grow and scale business in the cloud.

This individual will report to the Vice President of Customer Success and Support and help lead the CSM towards improvements in the transformation of the department helping the company grow faster and grow smarter in all regions of the world.

We are currently seeking a customer-centric professional with a motivational management style and analytical skills who is passionate about customer success. Reporting to the Vice President of Customer Success and Support you will be responsible for leading the Global Customer Success Management team, serving as an advocate and a liaison between our customers and our internal DigitalOcean teams. The team's primary responsibility is to manage, retain, and grow our existing customer base. 

What You’ll Be Doing
  • Work closely with the VP of CSS to ensure the consistent and successful execution of the Customer Success strategy
  • Improving Customer Success Managers (CSM) individual performance around engagement, retention and other success factors
  • Recruit, develop and manage CSMs
  • Transform Customer Success into a high-performing team, with every member meeting and/or exceeding expectations
  • Manage and further optimize the customer experience during and post-onboarding for our different customer segments
  • Manage the regional CSM managers/leads and the overall team
  • Create/improve processes and ensure the necessary tools are in place to maximize the team’s impact and productivity 
  • Serve as an escalation point for customer issues to ensure they are resolved quickly
  • Ensure customer feedback is communicated internally to enable ongoing improvement of DigitalOcean products and services
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement
  • Accountable for churn, adoption of the platform and growth in the global customer base
  • Collaborate globally across departments to achieve targets and improve customer experience
  • You will lead/mentor/ one or two additional CSS teams over time
  • Additional responsibilities as per business needs
What We'll Expect From You:
  • Proven professional experience building and leading a Customer Success team at the Senior Manager or Director level
  • A track record of career progression in a Customer Success vertical for a SaaS, PaaS, or IaaS organization
  • Hard working professional with impeccable work ethic
  • Ability to motivate and focus a team while developing individuals
  • Experienced in creating SOPs and Continuous Improvement Strategies
  • Proven track record driving renewal strategies and NPS process; ability to create/manage programs that increase these elements
  • Experience in creating a performance and metrics focused culture
  • Enthusiastic and creative leader with the ability to inspire people
  • Leadership by example
Why You’ll Like Working for DigitalOcean:
  • We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging ourselves to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship, LinkedIn Learning tracks, and other internal programs. We also provide all employees with reimbursement for relevant conferences, training, and education.
  • We care about your physical, financial and mental well-being. We offer a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.  
  • We support our remote employee experience. While we have great office spaces in NYC, Cambridge, Palo Alto and Bangalore, we’re very distributed—we use a number of communication tools to connect across the company—and all remote employees have the opportunity to visit our offices and meet their teams face-to-face at team offsites. We also have an annual company offsite, Shark Week, to get quality in-person time with the entire company at least once a year. 
  • We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For all CO residents, please click here

 

Department: Customer Support #LI-Remote

Want to learn more about our Customer Support team? Click here!

Want an inside look into life at DO? Click here to hear from our employees!

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • CLanguages
    • RLanguages
    • F#Languages
    • jQuery UILibraries
    • ReactLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • ConsulDatabases
    • ZKDatabases
    • Google AnalyticsAnalytics
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • MailChimpEmail
    • MarketoLead Gen

Location

Easy to access for employees both in and outside of NYC, our HQ is located in the heart of trendy SoHo.

An Insider's view of DigitalOcean

What are some social events your company does?

We host an annual Shark Week where the entire company comes together for a week of learning, team time, opportunities to network cross-functionally, social activities, and more. We also host internal Hackathons (or Shark-a-hacks, as we call them) twice a year along with an annual Shark Day!

Olivia

Senior Manager, People Operations & Analytics

What projects are you most excited about?

I'm really excited about our Managed Databases and App Platform offerings. Getting started on a new project can be hard, let alone the overhead of setting up infrastructure. With our App Platform and Managed Databases, developers can focus their attention on writing code.

Greg

Engineer II

What makes someone successful on your team?

Success on my team is fueled by my team’s mutual respect and trust. My team has given me all of the necessary tools needed to get the job done and I am trusted to contribute to company projects that will transform the business. It is invaluable to be surrounded by a team that is just as committed to my success as I am!

Melonie

People Operations Associate

What is your vision for the company?

DO is in a unique position as the entry point to the internet for 500,000 customers today, and with the potential to reach many millions more over time. We have an incredible opportunity to help the world's developers and entrepreneurs test their ideas, build their business and realize their dreams.

Yancey

CEO

What unique initiatives do you have that encourage innovation?

DigitalOcean sources meetups, conferences, projects, non-profit organizations, student-run hackathons, and individual developers who create useful content. The ethos here is community driven, and based on love, so we go out of our way to support developers and entrepreneurs who are creating meaningful technologies and businesses.

Daniel

Senior Developer Relations Manager

What are DigitalOcean Perks + Benefits

DigitalOcean Benefits Overview

DigitalOcean benefits offerings vary by region. You can expect to enjoy things like:
- Full Health Coverage: Fully paid health benefits for all our employees.
- Commuter Benefits: Local employees receive a monthly metrocard or equivalent reimbursement for remotees
- 401k Plan: It's never too early to start saving. DigitalOcean matches up to 4% of every employee's salary
- Education Support: All employees receive reimbursement for conferences, training or education
- Fitness Reimbursement: Up to $100 per month to support your physical health
- Custom Workstations: Mac? PC? Linux? We’ll hook up your rig with your preferred equipment
- Free Meals In-Office Every Day: Food tastes better when you’re eating together
- Flexible Vacation Time: Take the time you need to live a balanced and fulfilling personal life
- Headphones: Up to $100 for headphones of your choosing
- Teambuilding & Social Events: Hackathons, Shark Week (our annual company retreat), team offsites, anniversary parties and more

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
DigitalOcean's team fitness initiatives include In-office yoga.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
DigitalOcean gives employees unlimited PTO
Paid Holidays
Paid Sick Days
Employees receive unlimited days of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Our NYC office provides free catered breakfast and lunch Mondays through Fridays
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted once per week in the warmer months.
Relocation Assistance
Fitness Subsidies
DigitalOcean reimburses its employees up to $100 per month for fitness services and activities
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
DigitalOcean hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Customized development tracks
Paid industry certifications
More Jobs at DigitalOcean69 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Marketing
Operations
Product
Project Mgmt
Sales
Content
Data + Analytics
new
New York
Finance
new
New York
Developer
new
New York
Product
new
New York
Marketing
new
New York
Developer
new
New York
Operations
new
New York
Developer
new
New York
Project Mgmt
new
New York
Operations
new
New York
Developer
new
New York
Project Mgmt
new
New York
Developer
new
New York
Design + UX
new
New York
Developer
new
New York
Project Mgmt
new
New York
Operations
new
New York
Operations
new
New York
Developer
new
Remote
Developer
new
New York
HR + Recruiting
new
New York
Content
new
New York
Content
new
New York
Sales
new
New York
Operations
new
New York
Developer
new
Remote
Data + Analytics
new
New York
Design + UX
new
New York
Data + Analytics
new
New York
Operations
new
New York
Sales
new
New York
Marketing
new
New York
Developer
new
New York
Operations
new
New York
Product
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Data + Analytics
new
New York
HR + Recruiting
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView DigitalOcean's full profileSee more DigitalOcean jobs