Digital Ocean

3 months ago

Manager, Customer Success Engineering

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 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: 3.8

Website LinkedIn

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Digital Ocean

3 months ago

Manager, Customer Success Engineering

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

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

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: 3.8

Website LinkedIn