Senior Director, Customer Success

We’ve built a high-performing Customer Success organization, and we're looking for an experienced Global Customer Success Leader to lead this team through DigitalOcean’s next phase of growth. This new leader will report into our CCO and augment our existing organization by challenging assumptions, mapping customer journey pathways, further developing the team, enhancing our methodology to include a balance of retention and expansion, and ensuring operational excellence required to achieve measurable positive business outcomes for our customers and DigitalOcean.  This includes, but isn’t limited to, driving onboarding, adoption, retention, expansion, and advocacy. The ideal candidate will have significant experience managing and maturing Customer Success teams at high-growth SaaS/PaaS/IaaS companies, working across a wide range of customer types and industries.

As the leader of the Global Customer Success team, you will collaborate internally and externally to engage, measure and guide customers to Value Realization. You must be comfortable both consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives. You will inspire and guide our team and our customers towards the adoption of DigitalOcean’s platform as the foundation of their IaaS and PaaS infrastructure.

This is a team leader role managing a team of bright and hungry customer success specialists within our AI/ML team. The team focuses on a Product-Led Growth motion - working with inbound customers who are building and deploying AI/ML models on our platform and helping them to scale their solutions successfully. If you are a high-performing and results-oriented team leader with a passion for making your customers more successful and looking to make a big impact in a rapidly growing team in an exciting and cutting-edge industry, we look forward to speaking with you. 

• Your primary responsibility will be driving customer success and ensuring the long-term retention of our valued clients - meeting revenue and retention goals, driving measurable positive business outcomes, customer satisfaction and retention and expansion across our customer base.
• Your technical expertise will play a vital role in understanding and addressing the unique needs of our customers, providing them with innovative solutions, and effectively communicating the value of our AI/ML offerings.
• Oversee the strategy and planning for the entire customer lifecycle, mapping it to the Customer Value Journey that focuses on defining, tracking and measuring business outcomes and value.
• Build the operating model and playbook to execute the Customer Success programs.
• Execute an ongoing program for measuring Customer Satisfaction, building upon and improving the current efforts already in place.
• Define and mature an organizational structure for scale that does not sacrifice our high standard of excellence when providing support to customers.
• Manage, coach, and mentor a team of talented and ambitious Customer Success professionals.
• Hire and nurture talent into our Customer Success organization that is equipped to meet the demands of our rapidly evolving business and customer base.
• Work closely with Sales and Marketing on customer advocacy programs.
• Shape our Customer Success culture commensurate to the level of effort required to drive customer satisfaction.
• Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes.
• Prioritize and funnel customer feedback to the Customer Experience and Product Management team to optimize the whole service experience.
• Drive the executive customer engagement programs to ensure tight connections and fast feedback loops with customers, influencers and the DigitalOcean executive team.
• Serve as part of Global CS Leadership Team.
• Lead and manage a team of Customer Success Managers, TAMs, OnBoarding Engineers, providing direction, support and mentorship to maximize their performance and professional growth.
• Foster a positive team culture and promote a customer-centric mindset among team members.
• Guide and advise team members in their customer interactions, ensuring successful outcomes .
• Collaborate closely with cross-functional teams, including Engineering, Product, and Marketing, to align customer success initiatives with company goals and objectives.
• Monitor key metrics and performance indicators to evaluate team performance and identify areas for improvement.
• Foster strong relationships with key customers, serving as their trusted advisor and advocate within the organization.
• Utilize your technical background to understand and effectively communicate complex product functionalities and address customer technical inquiries.

• Proven track record of leading teams to achieve measurable goals in a Product-Led Growth environment. 
• Strong network/relationships and ability to build strategic relationships.  
• Awareness of emerging trends in the local market for AI/ML cloud-based services and ability to create and capitalize on opportunities.  
• Ability to work independently to identify, evaluate, generate new business opportunities, and drive them to closure. 
• Detail-oriented and extremely organized with an ability to multi-task & prioritize tasks.  
• Previous experience in IaaS or PaaS is a plus.  
• Ability to clearly understand and articulate solution value propositions.  
• High-level technical aptitude to understand our products and how they fit together.  
• Strong verbal and written communication skills, with the ability to explain technical concepts in clear and concise terms. 
• Ability to quickly synthesize and put to use new information. 
• Strong organizational and time management skills.  
• Bachelor's Degree. 
• Be curious and ask questions. 

• We reward our employees. The base salary range for this position is between $213,000-$300,000 based on relevant years of experience and skills. The salary range for this role is specific to candidates located within the U.S. and will vary for candidates outside the U.S.. Employees may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees including grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. In the United States, these include health insurance, unlimited vacation, retirement benefits, a generous parental leave program, and additional resources to support employees' overall well-being. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

*This is a remote role

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