Customer Success Manager - Mid Market

DuploCloud is a software platform that allows engineering teams to achieve their infrastructure automation, security and compliance goals by offering DevOps-as-a-Service. We strive to make DevOps and Infrastructure-as-Code accessible for everyone; where application developers can focus on building applications rather than writing thousands of lines of code to automate well known operational workflows and compliance standards. DuploCloud is a venture backed company, Series-B funded by WestBridge Capital and StepStone Group.

We are seeking a Mid-Market Customer Success Manager (CSM) who ensures DuploCloud’s customers achieve success with our platform and services. This role is accountable for customer satisfaction, adoption, and delivery execution across a portfolio of ~15 mid-market customers.

The Mid-Market CSM is the customer’s trusted partner for successful onboarding, ongoing implementation, and product adoption. By ensuring that deliverables are fulfilled, and that customers maximize the DuploCloud platform to meet their efficiency, compliance, and operational goals, the Mid-Market CSM directly strengthens customer outcomes and long-term loyalty.

While this role does not directly own upsell quotas, the Mid-Market CSM plays a critical role in expansion by identifying opportunities for growth—from increased platform adoption to professional services needs—and partnering with Account Management to realize those opportunities. In this way, the Mid-Market CSM is central to both customer satisfaction and DuploCloud’s long-term growth strategy.

You will be a strong fit for this role if you have experience … 

• Serving as the primary point of contact for a portfolio of mid-market customers, building strong relationships with both business and technical stakeholders.
• Identifying, mapping, and engaging key stakeholders across customer organizations to ensure alignment from daily users to executive sponsors.
• Creating and maintaining customer success plans tied to measurable business objectives such as compliance, automation, and efficiency.
• Leading regular check-ins, QBRs, and value discussions to maintain alignment at both operational and executive levels.
• Overseeing managed services delivery, ensuring projects are completed on time, within scope, and aligned with customer expectations.
• Collaborating with Technical Delivery Managers, TAMs, and cross-functional teams to manage milestones, dependencies, and communication.
• Monitoring adoption and customer health, proactively identifying and mitigating risks to satisfaction or success.
• Partnering with Support, Product, and Delivery teams to resolve escalations quickly and transparently.
• Identifying and surfacing upsell or cross-sell opportunities to Account Management, such as expanded platform adoption or professional services.
• Capturing and sharing customer insights that inform growth strategies and strengthen engagement.

Qualifications: 

• At least 4 years in Customer Success, Account Management, or Professional Services within SaaS, cloud infrastructure, or DevOps tooling.
• Proven success managing 10–25 mid-market accounts with ARR in the ~$100K–$250K range each.
• Skilled at stakeholder mapping and maintaining alignment from technical users to executive sponsors.
• Experience managing professional services SOWs, including scoping, execution, and customer communications.
• Familiarity with cloud platforms (AWS, GCP, Azure) and comfort engaging with both technical and business teams.
• Ability to proactively identify risks to adoption or satisfaction, and drive cross-functional resolution.
• Track record of partnering with Account Management to identify and support expansion opportunities.
• Excellent written, verbal, and presentation skills; comfortable leading value reviews and executive check-ins.
  

Compensation Philosophy: 

At DuploCloud we recognize the value you bring, and our commitment to your success is reflected in a competitive compensation package tailored to your experience, location, and skills. In addition to our competitive compensation, we offer a comprehensive array of benefits designed to elevate your overall work experience.

Range: $130,00.00 -  $145,000.00 depending on location and level of experience.

Benefits: 

• Remote flexible work options
• Employee assistance program (EAP)
• Medical, dental & vision benefits supplement
• Life & supplement life and Critical illness insurance
• Health Savings Account (HSA), Flexible Savings Account (FSA)

Note: DuploCloud Inc. is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. If you have a disability or special need that requires accommodation, please contact us at [email protected].

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records.

This role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

The pay listed above is specific to California, Colorado, Connecticut, Maryland, Nevada, New York, Rhode Island, and Washington. The standard base pay range listed for this role may not be applicable to other locations.

Applicants may be required to sign a confidentiality agreement during the interview process. Applicants who receive job offers from DuploCloud Inc. will be asked to sign a confidentiality agreement, intellectual property disclosure, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at DuploCloud Inc. and wish to review a copy of the required documents prior to receiving an offer, you may request a copy from your Recruiter.