Manager, Customer Success Engineering

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.

Customer Satisfaction (CSAT) for strategic accounts

Time to Response and Resolution (TTR) for strategic customers

Tier 1 resolution rate vs. escalation rate

Time-to-escalation and engineering handoff SLA adherence

SLA adherence and escalation response times

Support productivity and quality (QA scores)

Post-incident documentation completion rate

Experience: 5+ years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML environments ideally including experience supporting AI-native, high-growth companies with 24x7 production dependencies on GPU infrastructure.

Leadership: 2+ years of people management experience leading technical, customer-facing teams, preferably in a high-growth, post-acquisition, or rapidly scaling environment.

Technical Domain Expertise: Solid understanding of AI/ML concepts, including Generative AI, Large Language Models (LLMs), natural language processing (NLP), and MLOps. Deep familiarity with GPU infrastructure (NVIDIA H100/H200, bare metal GPU provisioning) and AI inference workloads is strongly preferred.

Coding/Integration: Proficiency in reading and debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture.

Communication: Excellent verbal and written communication skills, with the ability to translate complex technical or AI concepts for diverse audiences OR to both highly technical engineers and non-technical business executives.

Problem-Solving: Proven ability to remain calm under pressure and de-escalate high-stakes situations with enterprise clients.

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 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.

DigitalOcean is an equal-opportunity employer. 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.