Senior Director, Customer Success

Do you ever wonder what happens inside the cloud?

DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.

We want an experienced Global Customer Success Leader to drive adoption, retention, and the expansion of our global customer base. 

We’ve built a high-performing Customer Success organization, and we're looking for an experienced Global Customer Success Leader to lead this team through DigitalOcean’s next phase of growth. This new leader will report into our CCO and augment our existing organization by challenging assumptions, mapping customer journey pathways, further developing the team, enhancing our methodology to include a balance of retention and expansion, and ensuring operational excellence required to achieve measurable positive business outcomes for our customers and DigitalOcean.  This includes, but isn’t limited to, driving onboarding, adoption, retention, expansion, and advocacy. The ideal candidate will have significant experience managing and maturing Customer Success teams at high-growth SaaS/PaaS/IaaS companies, working across a wide range of customer types and industries.

As the leader of the Global Customer Success team, you will collaborate internally and externally to engage, measure and guide customers to Value Realization. You must be comfortable both consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives. You will inspire and guide our team and our customers towards the adoption of DigitalOcean’s platform as the foundation of their IaaS and PaaS infrastructure.

This is a team leader role managing a team of bright and hungry customer success specialists within our AI/ML team. The team focuses on a Product-Led Growth motion - working with inbound customers who are building and deploying AI/ML models on our platform and helping them to scale their solutions successfully. If you are a high-performing and results-oriented team leader with a passion for making your customers more successful and looking to make a big impact in a rapidly growing team in an exciting and cutting-edge industry, we look forward to speaking with you. 

What You'll Add to DigitalOcean:  

• Your primary responsibility will be driving customer success and ensuring the long-term retention of our valued clients - meeting revenue and retention goals, driving measurable positive business outcomes, customer satisfaction and retention and expansion across our customer base.
• Your technical expertise will play a vital role in understanding and addressing the unique needs of our customers, providing them with innovative solutions, and effectively communicating the value of our AI/ML offerings.
• Oversee the strategy and planning for the entire customer lifecycle, mapping it to the Customer Value Journey that focuses on defining, tracking and measuring business outcomes and value.
• Build the operating model and playbook to execute the Customer Success programs.
• Execute an ongoing program for measuring Customer Satisfaction, building upon and improving the current efforts already in place.
• Define and mature an organizational structure for scale that does not sacrifice our high standard of excellence when providing support to customers.
• Manage, coach, and mentor a team of talented and ambitious Customer Success professionals.
• Hire and nurture talent into our Customer Success organization that is equipped to meet the demands of our rapidly evolving business and customer base.
• Work closely with Sales and Marketing on customer advocacy programs.
• Shape our Customer Success culture commensurate to the level of effort required to drive customer satisfaction.
• Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes.
• Prioritize and funnel customer feedback to the Customer Experience and Product Management team to optimize the whole service experience.
• Drive the executive customer engagement programs to ensure tight connections and fast feedback loops with customers, influencers and the DigitalOcean executive team.
• Serve as part of Global CS Leadership Team.
• Lead and manage a team of Customer Success Managers, TAMs, OnBoarding Engineers, providing direction, support and mentorship to maximize their performance and professional growth.
• Foster a positive team culture and promote a customer-centric mi