Associate Customer Success Manager

We are seeking a highly skilled Associate Customer Success Manager who will be responsible for retaining and growing existing customers as a trusted partner by building strong, value-based relationships. In this role, the individual will deliver product value, drive adoption, and serve as the primary point of contact for assigned high-value customers.

This is preferably a full-time position based out of Hyderabad with in-person presence in the Hyderabad office at least 3 times a week. You will be part of a growing 24/7 global Customer Success team reporting to the Manager, Customer Success, working with our Cloudways/DigitalOcean customers.

1. Maintain Communication: Build and maintain strong relationships with high-value customers through calls, emails, and online meetings, ensuring proactive engagement.
2. Understand Customer Needs: Comprehend customers' business requirements and challenges to address them effectively, positioning our product as the best solution.
3. Product Demos and Value Realization: Conduct product demos and training to maximize product adoption and demonstrate value.
4. Monitor Customer Health: Proactively monitor customer health signals, usage patterns, and satisfaction levels to identify risks and opportunities.
5. Be a Trusted Partner: Serve as the primary contact and trusted advisor, offering strategic guidance to help customers achieve their goals.
6. Collect and Share Customer Feedback: Gather insights and communicate them internally to improve products and services.
7. Improve Customer Success SOPs: Collaborate to refine internal processes for better customer outcomes.
8. Track and Analyze Business KPIs: Monitor metrics, analyze trends, and report on customer success initiatives.
9. Coordinate Onboarding Efforts: Ensure a smooth transition from onboarding to retention phases.
10. Advocate for the Customer: Represent customer needs within the organization, influencing product and service development.
11. Cross Functional Collaboration: Work with sales, marketing, product, and support teams to ensure seamless customer experiences.
12. Resolve Technical Issues: Collaborate with support and product teams to troubleshoot and resolve technical problems promptly.

• Education: Bachelor's degree in computer science, management, business, or a related field preferred.
• Experience: Minimum 2 years in a customer-facing role within a tech company, preferably in customer success or support.
• Technical Skills: Basic understanding of our products/services, familiarity with CS metrics like churn, MRR, ARPU, and revenue expansion.
• Communication Skills: Strong verbal and written communication abilities, with a sense of ownership.
• Customer Focus: Empathy and commitment to delivering excellent customer experiences.
• Analytical Skills: Ability to analyze customer data and identify trends.
• Collaboration Skills: Effective teamwork with internal departments to ensure successful onboarding and support.
• Additional Qualities: Customer-centric mindset, effective questioning, issue management, attention to detail, data proficiency, proactive problem-solving, continuous learning, ownership, and resilience under pressure.

• Innovate with purpose: Join a cutting-edge tech company that simplifies cloud and AI, fostering innovation and ownership.
• Career development: Grow with access to training, conferences, LinkedIn Learning, and a high-performance environment.
• Well-being: Enjoy competitive benefits, flexible time off, and support programs worldwide.
• Rewarding environment: Competitive salary, bonuses, equity, and stock purchase options.
• Diversity and inclusion: We are committed to an inclusive workplace, respecting all backgrounds and identities.

*This job is located in Hyderabad, India

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