Senior Customer Success Manager

We are seeking a highly skilled customer success manager focused on onboarding with outstanding technical aptitude, exceptional communication abilities, and a strong customer focus. CSM will be responsible for onboarding new high-value customers immediately after conversion, understanding their desired outcomes and goals, and expediting their path to success. CSM will serve as the primary contact for the first few months, collaborating with internal teams to facilitate consultative discussions and overcome any hurdles, ensuring a seamless and enjoyable onboarding journey for the customer.

This is a full-time, remote job in a growing 24/7 global Customer Success team that takes care of Cloudways/DigitalOcean customers.

What You’ll Be Doing 

• Maintain communication (via calls, emails, chats, etc.) with new high-value customers
• Understand customers’ requirements and ensure they meet them as quickly as possible
• Give product demos and help customers in realize early value
• Proactively identify customers’ health signals and up-sell opportunities
• Be the point of contact for six months after conversions and then handoff customers to Customer Success Managers (CSM).
• Share customers’ feedback with internal teams for product improvements
• Help team Manager in improving onboarding SOPs
• Understand and keep track of business KPIs
• Understanding the customer's needs: A Customer Onboarding Engineer should be able to understand the customer's needs and requirements to ensure that the onboarding process meets those needs.
• Communicating with the customer: A Customer Onboarding Engineer should be able to communicate effectively with the customer to provide guidance and support during the onboarding process.
• Coordinating with different teams: A Customer Onboarding Engineer needs to work with various internal teams to ensure that the customer's needs are met, including sales, marketing, and technical support teams.
• Providing technical guidance and product training: A Customer Onboarding Engineer should be able to provide technical guidance and assistance to customers during the onboarding process. Conduct product demonstrations, product walk-through and training sessions to educate customers on the features and functionality of our platform.
• Developing and implementing onboarding plans: A Customer Onboarding Engineer should be able to develop and implement onboarding plans to ensure that the customer's needs are met, including training, documentation, and testing.Continuously improve and refine our onboarding processes and documentation to increase efficiency and customer satisfaction.
• Resolving technical issues: A Customer Onboarding Engineer should be able to identify and resolve technical issues that arise during the onboarding process.
• Monitoring progress: A Customer Onboarding Engineer should be able to monitor the customer's progress during the onboarding process and provide regular updates to internal teams.
• Providing feedback: A Customer Onboarding Engineer should be able to provide feedback to internal teams on ways to improve the onboarding process and customer experience.

What We'll Expect From You:

Education: A bachelor's degree in a relevant field, such as computer science, engineering, business, or a related field, is preferred. 

Experience: Candidates with relevant work experience in customer support, customer success, or technical support roles are usually preferred. 

Technical skills: Candidates should have a strong understanding of the product or service they will be onboarding customers onto. Additionally, familiarity with various Customer Success Metrics such as time-to-complete onboarding, lead qualification, churn, MRR (monthly recurring revenue), ARPU (average revenue per user), expansion, and advocacy, as well as best practices related to these metrics, is also desirable.

Communication skills: Candidates should have strong verbal and written communication skills. Strong ownership 

Customer focus: Candidates should be able to understand and empathize with customers needs and requirements, and be committed to delivering an excellent customer experience.

Analytical skills: Candidates should have strong analytical skills and be able to identify trends and patterns in customer behavior or usage data using the data given to them. 

Collaboration skills: Candidates should be able to work collaboratively with internal teams, such as sales, marketing, product development, and customer support, to ensure that customer onboarding is successful.

• A strong customer service mindset and the ability to empathize with customers
• The ability to ask effective questions to identify pain points and needs
• The ability to manage and escalate customer issues as needed
• Strong attention to detail and consultancy skills
• Comfort with working with data and analyzing metrics
• A proactive approach to problem-solving
• A desire for continuous learning and improvement
• A strong sense of ownership and the ability to work well under pressure.

Why You’ll Like Working for DigitalOcean

• We innovate with purpose. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI 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 you from our Employee Assistance Program to Local Employee Meetups 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 $80,000 - $100,000 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 is a remote role.

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