Manager, Customer Success Engineering

Digital Ocean
New York
Workplace: RemoteFull timeUSD 125,000 - 153,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Leadership","Communication","Problem-solving","Customer advocacy","Calm under pressure"]

Lead a team of Customer Success Engineers supporting strategic enterprise customers across cloud infrastructure and emerging AI/ML workloads. Own day-to-day support operations, queue management, escalations, and 24x7 coverage while driving KPIs like CSAT and time-to-resolution. Serve as the ultimate technical escalation point for Sev1/Sev2 incidents, partner with TAMs and teams across Product and Engineering, and build automation-first tooling and documentation to improve customer experience and product quality.

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FursaFursa
Digital Ocean
Digital Ocean
2 months ago

Manager, Customer Success Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Lead a team of Customer Success Engineers supporting strategic enterprise customers across cloud infrastructure and emerging AI/ML workloads. Own day-to-day support operations, queue management, escalations, and 24x7 coverage while driving KPIs like CSAT and time-to-resolution. Serve as the ultimate technical escalation point for Sev1/Sev2 incidents, partner with TAMs and teams across Product and Engineering, and build automation-first tooling and documentation to improve customer experience and product quality.
Location: New York
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 Customer Success Engineers, including performance metrics (KPIs/SLAs) and career planning.
  • •Own end-to-end support operations (queue management, escalations, shift planning) to ensure consistent 24x7 coverage and improved CSAT, response times, and resolution times.
  • •Act as the ultimate technical escalation point for strategic enterprise customers, managing critical incidents and Sev1/Sev2 issues.
  • •Partner cross-functionally with Product and Engineering as the Voice of the Customer to advocate for bug fixes, feature requests, and UX improvements.
  • •Own escalation protocols and documentation (SOPs, runbooks, playbooks, knowledge base) and drive an automation-first support model using intelligent tooling.

Pay and Benefits

Salary: USD 125,000 - 153,000 annually
Equity and Bonus:Equity

Key Requirements

  • •5+ years of experience in Technical Support, Customer Success, or Technical Account Management in B2B SaaS, cloud, or AI/ML environments, including 24x7 GPU-infrastructure support experience.
  • •2+ years of people management experience leading technical, customer-facing teams in a high-growth environment.
  • •Deep understanding of AI/ML concepts (including Generative AI, LLMs, NLP) and MLOps, with strong familiarity with GPU infrastructure and AI inference workloads.
  • •Proficiency reading/debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture.
  • •Excellent verbal and written communication skills to explain technical/AI concepts to technical and non-technical audiences.
Experience:5+ yearsB2B SaaSCloudAI/MLMLOpsGPU infrastructure
Education:
Skills:LeadershipCommunicationProblem-solvingCustomer advocacyCalm under pressure
Certifications:ITIL
Languages:English
Tech Stack:KubernetesDOKSDatabasesGPU infrastructureNVIDIA H100NVIDIA H200PythonRESTful APIsJiraAWSGoogle CloudAzureTensorFlowPyTorchScikit-learnLangChainHugging FaceGenerative AILarge Language ModelsNLP

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