Customer Success Manager

About Ditto:

Ditto is redefining how data moves at the edge. Our mission is to make it seamless for developers to build resilient, real-time applications, regardless of network conditions. Whether you're in a stadium, airplane, or remote military base, Ditto's peer-to-peer sync engine ensures devices stay connected and data stays consistent, even without internet. With more than $145 million in funding and trusted by organizations like Chick-fil-A, Delta Airlines, and the U.S. military, Ditto powers mission-critical experiences across aviation, retail, travel, hospitality, defense, and more. As a globally distributed, fast-growing startup, we’re committed to building a diverse and inclusive team that reflects the wide range of perspectives needed to solve the world’s hardest connectivity problems.

Role Overview

We’re looking for a Customer Success Manager (CSM) to join our Professional Services team. In this role, you’ll serve as the primary relationship owner and strategic advisor for customers throughout their post-sales journey with Ditto. This role is accountable for ensuring our customers successfully adopt our platform, realize measurable business value, and are positioned for long-term success–from implementation to ongoing support. 

What you’ll be up to… 

Customer Relationship & Accountability

• Own and be accountable to the end-to-end customer relationship throughout the post-sales journey, serving as the primary point of contact and strategic advisor
• Drive team towards desired implementation outcomes, timeline adherence, and successful achievement of agreed-upon milestones
• Establish and nurture relationships at multiple levels within the customer organization, creating redundancy and organizational awareness beyond a single point of contact
• Conduct regular executive business reviews that connect platform usage to customer business outcomes and strategic objectives

Implementation Success

• Lead new and ongoing implementation meetings, ensuring continual alignment with customer needs and goals
• Proactively identify and mitigate risks to implementation timeline or success, escalating when necessary and driving resolution
• Coordinate activities with other team members (Technical Account Managers, Solutions Architects, Implementation Engineers and Support Engineers) to deliver on customer commitments
• Anticipate customer needs based on their business objectives and industry context, surfacing opportunities before they become requests

Value Realization & Growth

• Develop deep understanding of customer business objectives, success metrics, and how platform capabilities map to their strategic goals
• Position customers for renewal success by ensuring strong adoption, value realization, and executive sponsorship throughout implementation
• Guide customers toward new and effective use cases and implementation approaches that add new value to their organization, identifying expansion opportunities and optimal timing for growth conversations based on customer maturity and success indicators.

What helps you thrive…

• 5+ years of experience in customer success, technical program management, or technical account management in B2B SaaS or IaaS environments, as well as mid-to-large consultancies
• Demonstrated ability to manage complex, multi-stakeholder projects in enterprise environments with competing priorities and dependencies
• Strong business acumen with ability to connect technical capabilities to business outcomes and strategic objectives
• Excellent writing and speaking skills with experience presenting to executive audiences and translating technical concepts for business stakeholders
• Proven track record of building trusted advisor relationships and maintaining high customer satisfaction through implementation phases
• Comfortable working cross-functionally and coordinating technical resources without direct management authority

Great-to-haves…

• Strong conceptual understanding and experience in cloud infrastructure, data platforms, and/or mobile technology

Base Salary Range$120,000—$210,000 USD

Pay Transparency at Ditto 

Ditto uses a location-based compensation model. This means pay ranges for the same role may vary depending on where you live, based on cost of living and market data.The ranges you see on our job postings represent the full span of target compensation across all markets where we hire. Within that range, actual offers are determined by a candidate’s skills and experience. This ensures we remain competitive with local markets while also maintaining internal consistency an