Manager, Customer Success Engineering

Digital Ocean
San Francisco
Workplace: RemoteFull timeUSD 125,000 - 153,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Problem-solving","Team building","Stakeholder management"]

Lead and scale a high-performing team of Customer Success Engineers (CSEs) delivering white-glove, enterprise-grade support for AI/ML workloads and cloud infrastructure. You’ll own 24x7 coverage, define KPIs, collaborate with Product/Engineering, and drive CSAT, TTR, and knowledge-base improvements while growing technical depth in Kubernetes, databases, compute, and AI/ML workloads.

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FursaFursa
Digital Ocean
Digital Ocean
5 months ago

Manager, Customer Success Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead and scale a high-performing team of Customer Success Engineers (CSEs) delivering white-glove, enterprise-grade support for AI/ML workloads and cloud infrastructure. You’ll own 24x7 coverage, define KPIs, collaborate with Product/Engineering, and drive CSAT, TTR, and knowledge-base improvements while growing technical depth in Kubernetes, databases, compute, and AI/ML workloads.
Location: San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, hire, train, mentor and develop a high-performing team of CSEs, driving accountability, performance, and career growth
  • •Establish performance metrics (KPIs/SLAs) and conduct regular 1:1s, performance reviews, and career development planning
  • •Own end-to-end support operations, including queue management, escalations, and shift planning to ensure 24x7 coverage
  • •Drive improvements in CSAT, response times, and resolution times across strategic accounts
  • •Build and strengthen technical expertise within the team across Kubernetes (DOKS), Databases, Compute, and AI/ML workloads

Pay and Benefits

Salary: USD 125,000 - 153,000 annually
Equity and Bonus:Equity
Perks:Learning BudgetRemote WorkEquity

Key Requirements

  • •5+ years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML environments, preferably supporting AI-native, high-growth companies with 24x7 production dependencies on GPU infrastructure
  • •2+ years of people management experience leading technical, customer-facing teams in a high-growth environment
  • •Solid understanding of AI/ML concepts (Generative AI, LLMs, NLP) and MLOps, with deep familiarity with GPU infrastructure and AI inference workloads
  • •Proficiency in reading and debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture
  • •Excellent verbal and written communication skills with ability to translate complex technical concepts for technical and non-technical audiences
Experience:5+ yearsSaaSCloudAI/ML
Education:Bachelor's
Skills:LeadershipCommunicationProblem-solvingTeam buildingStakeholder management
Certifications:ITIL
Languages:English
Tech Stack:KubernetesPythonRESTAI/MLGPUNVIDIADOKS

Company Brief

Digital Ocean
Provides cloud infrastructure and developer-focused cloud services including scalable droplets, managed databases, Kubernetes, object storage, and networking to simplify deploying and managing applications for developers and small-to-medium businesses.
Industry: Cloud Computing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2011
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn