Customer Success Manager

3 weeks ago


Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time

We are seeking a highly skilled 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. As a trusted advisor, they will collaborate closely with internal teams to address customer challenges and ensure ongoing customer success.

This is a full-time position based out of Hyderabad and with in-person presence in the Hyderabad office, at least 3 times a week in a growing 24/7 global Customer Success team that will report into the Manager, Customer Success, working with our Cloudways/DigitalOcean customers.

What You'll Be Doing:

Maintain Communication: A Customer Success Engineer should be able to build and maintain strong relationships with assigned high-value customers through calls, emails, and online meetings, ensuring consistent and proactive engagement.

Understand Customer Needs: A Customer Success Engineer should be able to understand customers' business requirements and challenges, ensuring they are addressed quickly and effectively. Position our product as the best solution to align and meet their needs and goals.

Product Demos and Value Realization: A Customer Success Engineer should be able to conduct product demos and training to help customers understand and use our products efficiently, driving value realization and maximizing product adoption.

Monitor Customer Health: A Customer Success Engineer should be able to proactively monitor customer health signals, usage patterns, and satisfaction levels to identify early risks, address concerns, and recognize up-sell or cross-sell opportunities to foster growth.

Be a Trusted Partner: A Customer Success Engineer should be able to serve as the primary point of contact for assigned customers. Act as a trusted advisor, offering strategic and technical guidance to help customers achieve their business objectives with our product.

Collect and Share Customer Feedback: A Customer Success Engineer should be able to gather customer feedback and communicate insights to internal teams, such as product and engineering, to drive product improvements that enhance the overall customer experience.

Improve Customer Success SOPs: A Customer Success Engineer should be able to work closely with the Customer Success team and their manager to continually refine and improve internal SOPs to optimize customer success and satisfaction.

Track and Analyze Business KPIs: A Customer Success Engineer should be able to collaborate with their team to monitor KPIs, analyze customer success trends, and report on the effectiveness of customer engagement and customer success initiatives.

Coordinate Onboarding Efforts: A Customer Success Engineer should be able to effectively receive customers during the handoff from the onboarding team, ensuring a smooth transition into the retention phase.

Advocate for the Customer: A Customer Success Engineer should be able to serve as the voice of the customer within the organization, ensuring their feedback and needs are reflected in the product roadmap and service offerings.

Cross Functional Collaboration: A Customer Success Engineer should be able to work cross-functionally with pre-sales, marketing, product, and technical support teams to ensure seamless customer experiences and support customers in achieving long-term success.

Resolve Technical Issues: A Customer Success Engineer should be able to collaborate with internal support and product teams to identify, troubleshoot, and resolve technical issues raised by customers in a timely manner.

What We'll Expect From You:

Education: A bachelor's degree in a relevant field, such as computer science, engineering, business, or a related field, is preferred.

Experience: Ideally 3-4 years of experience in a tech company in a customer-facing role, with a preference for those in customer success, support, or technical support.

Technical skills: Candidates should have a strong understanding of the product or service they will be retaining customers on. Additionally, familiarity with various Customer Success Metrics such as churn, MRR (monthly recurring revenue), ARPU (average revenue per user), NDR-Net Dollar Retention, revenue expansion, and customer advocacy, as well as best customer success practices related to these metrics, is also desirable.

Communication skills: Candidates should have strong verbal and written communication skills.

Customer focus: Candidates should be able to understand and empathize with customers' needs and requirements, and be committed to delivering an excellent customer experience.

Analytical skills: Candidates should have strong analytical skills and be able to identify trends and patterns in customer behavior or usage.

Collaboration skills: Candidates should be able to work collaboratively with internal teams, such as pre-sales, marketing, product development, and customer support, to ensure that customer onboarding is successful.

Additional qualities:
  • A strong customer service mindset and the ability to empathize with customers
  • The ability to ask effective questions to identify pain points and needs
  • The ability to manage and escalate customer issues as needed
  • Strong attention to detail and consultancy skills
  • Comfort with working with data and analyzing metrics
  • A proactive approach to problem-solving
  • A desire for continuous learning and improvement
  • A strong sense of ownership and the ability to work well under pressure.
Why You'll Like Working for DigitalOcean:
  • 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.
  • 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 care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you.
  • We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills.
  • We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers.

*This job is located in Hyderabad, India

#LI-Hybrid

#LI-UK1

#J-18808-Ljbffr

  • Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time

    Unlock Customer Potential with DigitalOceanWe are looking for a skilled Customer Success Manager to join our team in India. As a key member of our customer success organization, you will play a critical role in expanding relationships with our existing customers and unlocking their full potential with our products and services. The ideal candidate will focus...


  • Hyderabad City Taluka, Pakistan Hewlett Packard Enterprise Full time

    Customer Success Architect. This role has been designed as 'Onsite' with an expectation that you will primarily work from an HPE office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from...


  • Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time

    We are looking for creative problem-solvers who are eager to help our business customers scale. Reporting to the Manager of Customer Success, a Customer Success Engineer will engage with our largest customers every day, solving their problems and ensuring that they are able to grow on top of DigitalOcean. As the voice of the customer, you have the...


  • Hyderabad City Taluka, Pakistan beBee Careers Full time

    About the RoleIn this role, you will serve as a trusted advisor to our enterprise clients, providing guidance on the use of our cloud-based solutions to meet their business needs. You will work closely with our customers' technical teams to design and implement solutions that address their specific pain points, and ensure successful adoption and value...


  • Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time

    About the Job:">We are seeking a highly motivated and experienced Technical Support Specialist to join our team.Key Responsibilities:">Provide technical support to customers via phone, email, and chat.Analyze complex customer issues and provide solutions or escalate to senior engineers if necessary.Collaborate with cross-functional teams to resolve customer...


  • Peshawar City Tehsil, Pakistan Toyota Khyber Motors Full time

    Job ProfileWe are seeking a highly motivated Sales Executive to join our team at Toyota Khyber Motors. The successful candidate will be responsible for promoting and selling Toyota vehicles, while maintaining strong relationships with new and existing customers.ResponsibilitiesDevelop and maintain strong relationships with new and existing customers.Meet or...


  • Hyderabad City Taluka, Pakistan Coinbase Full time

    Ready to be pushed beyond what you think you're capable of?At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.To achieve our mission, we're seeking a very specific...


  • Hyderabad City Taluka, Pakistan Coinbase Full time

    Job OverviewCoinbase is a global leader in the digital currency space, and we're seeking an experienced professional to join our team as an Associate Manager, Customer Support. In this role, you will be responsible for managing a team of customer support agents, driving operational excellence, and ensuring exceptional customer experiences.


  • Hyderabad City Taluka, Pakistan beBee Careers Full time

    We are looking for a talented Call Center Executive to join our team. The successful candidate will be responsible for providing customer support, handling customer service inquiries, and managing communication with clients.About the Job:The Call Center Executive will be responsible for ensuring that customers receive exceptional service and support.Key...


  • Hyderabad City Taluka, Pakistan beBee Careers Full time

    This is a contract on-site role for a Call Center Executive. The successful candidate will be responsible for providing customer support, handling customer service inquiries, managing communication with clients, and supporting contact center operations.Key Responsibilities:Providing customer support through various channelsHandling customer service inquiries...


  • Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time

    Key ResponsibilitiesMaintain Communication: Build and maintain strong relationships with assigned high-value customers through calls, emails, and online meetings, ensuring consistent and proactive engagement.Understand Customer Needs: Understand customers' business requirements and challenges, ensuring they are addressed quickly and effectively. Position our...


  • Faisalabad City Tehsil, Pakistan PakWheels Full time

    ResponsibilitiesCar Sales Management: Visit seller locations, manage car sales for assigned customers, and coordinate with onboarding and buyer helpline teams for timely service execution.Query Management: Manage incoming queries (calls, SMS, WhatsApp, etc.) for all car stock, providing information to prospective buyers.Sales Support: Accompany prospective...


  • Hyderabad City Taluka, Pakistan Coinbase Full time

    RequirementsTo be successful in this role, the candidate must possess the following qualifications:Customer-obsessed, motivated by Coinbase's mission and crafting a seamless support experience for our global customer baseMinimum of 6 years of relevant experience in financial services, technology, and/or customer supportMinimum of 3 years of people management...


  • Hyderabad City Taluka, Pakistan Coinbase Full time

    Ready to be pushed beyond what you think you're capable of?At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.To achieve our mission, we're seeking a very specific...


  • Hyderabad City Taluka, Pakistan Coinbase Full time

    **Job Summary**We're looking for a seasoned customer experience manager to oversee the growth and scale of our consumer operations team. As an operations manager, you will be responsible for developing strategies to enhance customer satisfaction and resolution rates, streamlining operations and processes, and driving performance improvements.


  • Hyderabad City Taluka, Pakistan Indus Hotel Hyderabad Full time

    About UsIndus Hotel Hyderabad is a symbol of quality and excellence in the hospitality industry. We strive to create memorable experiences for our guests through exceptional services and luxurious accommodations.Job DescriptionThe Front Office Manager will be responsible for overseeing daily front office operations, including managing communication with...


  • Hyderabad City Taluka, Pakistan beBee Careers Full time

    Empowering Customer SuccessYour Key Contributions:You'll play a crucial role in empowering our customers to achieve their goals by providing expert-level support and guidance. As a skilled Customer Support Agent, you will investigate and resolve complex customer issues, leveraging your knowledge of Coinbase products and services to deliver exceptional...


  • Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time

    Why Join Us?We innovate with purpose. At DigitalOcean, you'll be part of a cutting-edge technology company with an upward trajectory, proud to simplify cloud and AI so builders can spend more time creating software that changes the world.We prioritize career development. At DO, you'll do the best work of your career, working with some of the smartest and...


  • Faisalabad City Tehsil, Pakistan beBee Careers Full time

    As a Home-Based Video Game Support agent, you will be responsible for providing high-quality customer support to players of our popular game.Key Skills and QualificationsTo be successful in this role, you should possess:Excellent communication and problem-solving skills.A strong passion for gaming and customer satisfaction.Ability to work independently and...


  • Hyderabad City Taluka, Pakistan Astronomer Full time

    Astronomer designed Astro, an industry-leading, orchestration-first DataOps platform for data teams. Powered by Airflow, Astro accelerates building reliable data products that unlock insights, unleash AI value, and drive data-driven applications.We're a globally-distributed and rapidly growing venture-backed team of learners, innovators and collaborators....