Location: Hyderabad, Telangana, India
Company: DigitalOcean
Job Type: Full-Time (Hybrid – minimum 3 days/week in office)
🐬 About DigitalOcean
DigitalOcean simplifies cloud computing and AI for developers and businesses around the world. With a mission to empower builders, we deliver seamless infrastructure, tools, and support that fuel innovation. Our Hyderabad office is home to a growing, global team of Customer Success professionals dedicated to ensuring our customers thrive.
🎯 Role Overview
We are seeking a proactive and highly skilled Customer Success Manager to join our Hyderabad-based team. As a trusted advisor, you will be responsible for managing high-value customer accounts, driving product adoption, and delivering an outstanding customer experience. You’ll work cross-functionally with internal stakeholders to address customer needs, ensure smooth onboarding, and identify growth opportunities.
🛠️ Key Responsibilities
- Customer Relationship Management:
Build strong, long-term relationships with assigned customers through consistent communication via calls, emails, and virtual meetings. - Value Realization & Product Adoption:
Deliver product demonstrations, guide usage, and ensure customers derive maximum value from DigitalOcean and Cloudways platforms. - Strategic Advisory:
Understand customers’ business needs and act as a strategic consultant to help align product capabilities with their goals. - Customer Health Monitoring:
Track usage trends, engagement metrics, and satisfaction levels to identify risk signals and proactive solutions. - Feedback Loop:
Gather insights from customer interactions and share them with internal teams to support continuous product and service improvement. - Onboarding & Handoff:
Ensure a smooth transition from the onboarding phase, reinforcing value early and setting up a foundation for long-term success. - Issue Resolution:
Collaborate with internal support and engineering teams to resolve technical issues quickly and efficiently. - Customer Advocacy:
Represent customer interests within DigitalOcean, influencing roadmap and support strategy. - Cross-Functional Collaboration:
Partner with sales, product, marketing, and support teams to ensure a seamless and cohesive customer experience. - KPI Monitoring:
Track and report on Customer Success metrics like churn rate, NPS, MRR growth, and Net Dollar Retention.
📚 Qualifications
- Education:
Bachelor’s degree in business, computer science, engineering, or a related field preferred. - Experience:
3–4 years in a customer-facing role within a tech or SaaS company (Customer Success, Account Management, or Support). - Technical Aptitude:
Familiarity with cloud platforms, SaaS, or web hosting technologies, and understanding of metrics like MRR, churn, ARPU. - Communication:
Excellent written and verbal communication skills in English. - Problem Solving:
Strong analytical skills with the ability to identify trends and troubleshoot issues proactively. - Collaboration:
Proven ability to work cross-functionally with product, sales, and engineering teams.
🌟 What Sets You Apart
- Strong customer empathy and a passion for delivering value
- Ability to navigate complex problems with a solution-oriented mindset
- Detail-oriented with exceptional organizational and time management skills
- Self-motivated, data-driven, and a team player
- Experience working with CRMs, support tools, or customer success platforms
💼 Why Join DigitalOcean
- Meaningful Work: Help shape the success of global developers and tech startups
- Growth-Focused: Access to world-class training, LinkedIn Learning, conferences, and certifications
- Employee-Centric Culture: Competitive compensation, equity programs, and comprehensive benefits
- Hybrid Flexibility: In-office collaboration with the freedom of remote flexibility
- Inclusive & Diverse: Be part of a team that values equality and different perspectives
What experience is required to apply for the Customer Success Manager role at DigitalOcean?
Applicants should have 3–4 years of experience in customer success, account management, or support roles in a tech or SaaS environment.
Is this a remote role or office-based?
The role is hybrid. Candidates are expected to be present in the Hyderabad office at least three times per week.
l knowledge is needed for this position?
A basic understanding of cloud infrastructure, SaaS platforms, and key metrics like MRR, churn, and NPS is highly beneficial.