Do you ever wonder what happens inside the cloud?

Based in New York and Cambridge, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers around the world. Our mission is to simplify cloud computing for every developer. We are working on solving some of the most challenging and interesting technology projects around, on a scale unmatched by most.

We want people who are passionate about building meaningful, long-term relationships with our customers that help grow and scale business in the cloud.

Our Customer Success team’s mission to service our most critical business customers by facilitating adoption, best practice and growth, through onboarding and account management.

The Director of Customer Success will play a critical role in our continued success by leading and growing our Customer Success organization. Reporting to the VP of Customer Success and Support, the Director of Customer Success will have a high level of influence across the organization. This person will set strategy and direction for our fast-growing Customer Success teams and will own revenue retention & expansion, account management, and premier reactive support.

Successful candidates will possess an outstanding track record in scaling customer success organizations in size and revenue, a data driven and analytical approach and a desire to hire, coach and manage a high performing team of customer success professionals. This person must also be adept at identifying compelling and impactful initiatives that will create and deliver long term customer value for our amazing customer base.

What You’ll Be Doing:

• Build and scale Customer Success function that will manage and service our highest value customer, through innovative process and automation frameworks.
• Establish and define programs and processes that reduce churn while allowing team to focus on growing revenue and adoption.
• Grow the number of managed accounts through 2018
• Craft enterprise level Services and SLOs that differentiate us in the market.
• Build a Customer Success Manager team that will focus on improving revenue growth
• Lead a Customer Success Engineering team that will focus on resolving customer impacting issues and work with engineering to reduce escalations and improve customer satisfaction.
• Improve overall customer satisfaction via NPS for the managed cohort of users

What We’ll Expect From You:

• Has worked with highly technical and demanding customers who are running critical production workloads and demand enterprise performance from their vendors product and services.
• Has grown teams that have doubled in size
• Owned revenue or renewal number
• Has defined and managed to a set of analytical KPIs to drive the direction of the team
• Has recruited top talent that were high performers and retained them while growing their careers with the company
• Collaborative, positive, motivated and driven leadership style with a focus on customer experience and satisfaction
• Inquisitive and wants to learn new things
• Cares about the developer or infrastructure and has an interest in technical products

Why You’ll Like Working for DigitalOcean:

• We have amazing people. We can promise you will work with some of the smartest and most interesting people in the industry. We work hard but we always have fun doing it. We care deeply about each other and take our “no jerks” rule very seriously.
• We value development. We are a high-performance organization that is always challenging ourselves to continuously grow. That means we maintain a growth mindset in everything we do and invest deeply in employee development. You’ll need to be great to get hired here and we promise you’ll get even better.
• We care about you. We offer competitive health, dental, and vision benefits for employees and their dependents, a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.
• We invest in your future. We offer competitive compensation and a 401k plan with up to a 4% employer match. We also provide all employees with Kindles and reimbursement for relevant conferences, training, and education.
• We want you to love where you work. We have great office spaces located in the heart of SoHo NYC and Cambridge, and offer daily catered lunches to keep your hunger at bay. We’re also very remote-friendly—we use Slack to communicate across the company—and all remote employees have the opportunity to take an all-expense-paid trip to our office to get quality in-person time with the team at least once a year. We also allow employees to customize their workstations to meet their needs—whether remote or in office.
• 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.