Technical Customer Success Manager

DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.

Our Technical Success team’s mission is to partner with our most critical business customers, helping them achieve desired outcomes through optimal use of the cloud platform aligned to their business strategy. Technical Success is an integral part of our company. They are passionate about building meaningful, long-term relationships with our customers and are experts in cloud technology and the digital economy. As the voice of the customer, you have the opportunity to influence decisions that will greatly improve user experience and contribute to DigitalOcean’s long-term success.

This is a unique and exciting opportunity for someone who is passionate about advising companies as they scale. This multifaceted role combines the responsibilities of a Technical Success Manager with leadership, technical, and strategic elements, making it a crucial position within our organization.

As a TSM at DigitalOcean, you are a strategic partner for our business customers, ensuring they receive the guidance, support, and resources needed to succeed. You will leverage your technical knowledge and customer advocacy skills to retain and grow our customers' deployments on DigitalOcean, helping them solve complex challenges and maximize the value of their cloud infrastructure.

• Technical Consultation & Architecture Design:
  • Develop and maintain deep expertise in the DigitalOcean product portfolio and the evolving cloud ecosystem.
  • Help design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions clearly to both technical and non-technical stakeholders.
  • Conduct regular technical consultation sessions and workshops, enabling customers to be self-sufficient in managing their cloud environments.
  • Maintain knowledge of cloud infrastructure best practices and recent technologies through the regular attainment and maintenance of important cloud technology certifications and coursework.
• Proactive Customer Engagement & Growth:
  • Partner closely with customers to drive engagement, retention, and expansion of their DigitalOcean workloads.
  • Conduct QBRs with key accounts, assessing their progress, understanding their evolving needs, and aligning on strategies for future growth.
  • Identify opportunities for cost reduction and performance optimization, guiding customers to make data-driven decisions that maximize their cloud investments.
  • Collaborate with internal teams, such as Engineering, Marketing, and Account Managers, to align customer needs with DigitalOcean’s strategic goals.
  • Proactively monitor customer usage trends, identify potential risks, and uncover new opportunities for growth and adoption.
• Advocacy & Cross-Functional Collaboration:
  • Act as the voice of the customer within DigitalOcean, ensuring their needs are represented in product development and support processes.
  • Liaise with Engineering and Support teams to resolve escalations and technical challenges quickly, ensuring smooth customer experiences.
  • Deliver compelling presentations to articulate the benefits and functionality of DigitalOcean’s offerings to customers.
  • Contribute to internal and external technical documentation, and provide training for DigitalOcean’s teams and partners to ensure knowledge transfer.
• Tooling & Efficiency:
  • Develop tools and scripts to streamline DigitalOcean’s technical engagements, improving the efficiency of the Technical  Success functions.
  • Stay current with industry trends and best practices to continuously enhance DigitalOcean's customer engagement strategies.

• Technical Expertise:
  • Proven experience in cloud infrastructure and deep knowledge of Linux, distributed systems, and automation.
  • Programming or development experience, with basic skills in at least one mainstream language (e.g., Python, Go).
  • Understanding of provisioning and deployment strategies, with knowledge of tools like Terraform, Ansible, and Docker.
  • Proficiency with at least one major cloud platform (AWS, Google Cloud Platform, or Azure).
  • Proven track record of successfully troubleshooting technical problems. 
  • Familiarity with version control (e.g., Git), SQL and basic database administration, CI/CD tools, and AI/ML infrastructure principles.
• Customer-Centric Approach:
  • Passionate about delivering exceptional customer experiences, with a history of building successful technical solutions that align with business goals.
  • Ability to manage multiple stakeholders, prioritize effectively, and set clear expectations.
  • Strong analytical skills to monitor customer trends and identify opportunities for improvement and growth.
  • Experience advocating for customer needs and translating feedback into actionable insights.
• Communication Skills:
  • Strong verbal and written communication skills, capable of translating complex technical concepts for varied audiences.
  • Ability to create and deliver technical presentations and training sessions that resonate with customer needs.
• Adaptability & Initiative:
  • Self-starter with a passion for technology and open-source projects, eager to learn new tools and systems.
  • Quick to adapt to changes in the cloud ecosystem, always looking for ways to improve customer engagement and technical solutions.
  • Extra credit for experience in (Technical) Customer Success, Solutions Engineering, or Technical Account Management roles, particularly within fast-paced startup environments.

• Cloud certifications (AWS/GCP/Oracle/Azure) and NVIDIA certifications for GPU and AI/ML.
• Experience with networking (Cisco/Juniper), automation tools (Terraform, Ansible), virtualization (KVM, Xen), and databases (e.g., MongoDB, MySQL).
• Familiarity with open-source technologies, such as Docker, Kubernetes (CKA/CKE), and DigitalOcean’s API.
• Linux certifications (e.g., RHCSA/RHCE) 
• Experience working with large CRMs like Gainsight and Salesforce

• We are proud to work here. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud computing so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
• We prioritize career development. At DO, you’ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support your overall well-being, from one-time work from home stipend to wellness allowance to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You 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 equity grants upon hire and the option to participate in our Employee Stock Purchase Program. 
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This job is located in Hyderabad, India

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