Manager, Customer Success Engineering

<div class="content-intro"><p>Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here. &nbsp;We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.&nbsp;</p></div><h2>We are looking for a <strong>Manager, Customer Success Engineering (AI &amp; Cloud Support)</strong> who is passionate about delivering exceptional support experiences and building high-performing teams.</h2> <p>As a <strong>Manager, CSE (AI &amp; Cloud Support)</strong> at DigitalOcean, you will operate as a Support Manager leading a team of Customer Success Engineers (CSEs) supporting strategic customers across cloud infrastructure and emerging AI/ML workloads. Reporting to the Senior Manager of Customer Success Engineering, you will own day-to-day support operations, team performance, and customer experience outcomes.</p> <p>This role is focused on driving operational excellence while building strong technical depth within the team across AI, GPUs, Kubernetes, Databases and core cloud offerings. You will play a key role in ensuring consistent support coverage, developing SMEs, and partnering cross-functionally with Product and Engineering to improve both customer experience and product quality.</p> <p>The ideal candidate brings a deep understanding of cloud and AI/ML ecosystems, including machine learning operations (MLOps), and enterprise support, combined with a passion for innovation and automation, and a proven ability to lead teams in delivering “white-glove” experiences for strategic customers.</p> <h2><br><strong>What You’ll Do:</strong></h2> <p><strong>Team Leadership &amp; Development</strong></p> <ul> <li>Lead, hire, train, mentor and develop a high-performing team of Customer Success Engineers (CSEs), driving accountability, performance, and career growth</li> <li>Establish performance metrics (KPIs/SLAs) and conduct regular 1:1s, performance reviews, and career development planning.</li> <li>Own end-to-end support operations, including queue management, escalations, and shift planning to ensure consistent 24x7 coverage.</li> <li>Drive improvements in key support metrics such as CSAT, response times, resolution times, and overall support quality.</li> <li>Build and strengthen technical expertise within the team across core areas such as Kubernetes (DOKS), Databases, Compute, and AI/ML workloads.<br><br></li> </ul> <p><strong>St