Manager, Customer Success Engineering

DigitalOcean is a leading cloud infrastructure provider dedicated to simplifying cloud services for developers and businesses. They are seeking a Manager for Customer Success Engineering who will lead a team of Customer Success Engineers, focusing on delivering exceptional support experiences for strategic customers in AI and cloud environments. The role involves operational management, team development, and cross-functional collaboration to enhance customer satisfaction and product quality.

Responsibilities:

• Lead, hire, train, mentor and develop a high-performing team of Customer Success Engineers (CSEs), driving accountability, performance, and career growth
• Establish performance metrics (KPIs/SLAs) and conduct regular 1:1s, performance reviews, and career development planning
• Own end-to-end support operations, including queue management, escalations, and shift planning to ensure consistent 24x7 coverage
• Drive improvements in key support metrics such as CSAT, response times, resolution times, and overall support quality
• Build and strengthen technical expertise within the team across core areas such as Kubernetes (DOKS), Databases, Compute, and AI/ML workloads
• Act as the ultimate point of technical escalation for our largest, most strategic enterprise customers across Cloud and AI/ML workloads, stepping in to manage critical incidents and high-severity (Sev1/Sev2) issues
• Design and implement customized support plans, SLAs, and escalation pathways tailored to the needs of strategic accounts
• Partner closely with Technical Account Managers (TAMs), Growth Account Managers (GAM) to conduct Executive Business Reviews (EBRs) and ensure customers are maximizing the value of our Cloud and AI/ML products
• Proactively identify risks and opportunities within strategic accounts to improve customer experience, adoption, and retention
• Serve as the Voice of the Customer (VoC) to Product and Engineering teams, synthesizing support data to advocate for bug fixes, feature requests, and UX improvements
• Own and continuously improve escalation protocols between AI/ML Support and CloudOps, Infrastructure Engineering, and Product — including Jira escalation routing, Sev1 bridge management, and post-incident documentation
• Own the development and maintenance of SOPs, escalation runbooks, HVC support playbooks, and knowledge base content — treating documentation infrastructure as a core operational lever for team scalability
• Contribute to the vision for AI and automation within support—building intelligent tooling and driving the team toward an automation-first model to improve efficiency, scalability, and customer experience
• Foster a culture of continuous learning, ensuring the team stays ahead of evolving cloud technologies, AI/ML frameworks, and industry trends