Manager, Customer Success Engineering

🔥 4 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $125k - $153k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👮‍♀️ Software Engineering Manager

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DigitalOcean

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

☁️ SaaS

SaaS • Cloud Computing

DigitalOcean is a cloud infrastructure provider that offers a suite of products and services for developers to build, deploy, and scale applications. Their platform provides comprehensive tutorials, reference material, and support documentation to assist users in managing resources effectively using their API and CLI tools. With features like Droplets (virtual machines), managed databases, Kubernetes, and a marketplace for third-party applications, DigitalOcean focuses on simplicity and performance. They cater to both individual developers and larger organizations looking for cloud solutions that are easy to implement and manage.

📋 Description

• Lead, hire, train, mentor and develop a high-performing team of Customer Success Engineers (CSEs) • Establish performance metrics and conduct regular performance reviews • Own end-to-end support operations, including queue management and escalations • Act as the ultimate point of technical escalation for strategic enterprise customers • Design and implement customized support plans and SLAs • Own and continuously improve escalation protocols and support processes

🎯 Requirements

• 5+ years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML environments • 2+ years of people management experience • Solid understanding of AI/ML concepts and GPU infrastructure • Proficiency in reading and debugging code (Python preferred) • Excellent verbal and written communication skills • Proven ability to remain calm under pressure and de-escalate high-stakes situations

🏖️ Benefits

• Competitive salary • Bonus eligibility based on performance • Equity compensation available • 401(k) retirement plan with matching • Flexible time off policy • Employee Assistance Program • Access to training and educational resources