Customer Retention Expert

24 hours ago


Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time
About This Role

We are looking for a seasoned professional to join our Customer Success team as a Customer Success Manager. In this role, you will be responsible for developing and maintaining strong relationships with our high-value customers, identifying and addressing their business challenges, and driving growth through upsell and cross-sell opportunities.

As a trusted advisor, you will work closely with internal teams to provide strategic and technical guidance to our customers, helping them achieve their business objectives with our product. You will also be responsible for collecting and sharing customer feedback, improving internal SOPs, tracking and analyzing business KPIs, and coordinating onboarding efforts.

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.

Responsibilities
  • Develop and maintain strong relationships with assigned high-value customers.
  • IDentify and address business challenges and opportunities for growth.
  • Collaborate with internal teams to provide strategic and technical guidance to customers.
  • Collect and share customer feedback to drive product improvements.
  • Improve internal SOPs to optimize customer success and satisfaction.
  • Track and analyze business KPIs to measure customer engagement and success.
  • Coordinate onboarding efforts to ensure a smooth transition into the retention phase.
  • Serve as the voice of the customer within the organization.
  • Work cross-functionally with pre-sales, marketing, product, and technical support teams.
  • Collaborate with internal support and product teams to resolve technical issues.

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