Senior Customer Success Manager

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Senior Customer Success Manager

role at

DigitalOcean .

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.

Responsibilities

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.

Benefits & Opportunities

Innovation at the forefront of cloud and AI to empower builders worldwide.

Career development with resources for growth, including conferences, training, and LinkedIn Learning.

Well‑being support through Employee Assistance Programs, local meetups, and flexible time off.

Competitive salary, potential bonus, and equity compensation.

Commitment to diversity and inclusion; equal‑opportunity employment.

Location : This job is onsite in Karachi, Pakistan.

DigitalOcean is an equal‑opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

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