Manager, Customer Success Engineering

DigitalOcean

Manager for Customer Success Engineering leading a high-performing team in AI and Cloud support at DigitalOcean. Focused on operational excellence and delivering exceptional support experiences.

Posted 6/30/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSenior💰 $125,000 - $153,000 per yearWebsite

Tech Stack

Tools & technologies

CloudPython

About the role

Key responsibilities & impact

Lead, hire, train, mentor and develop a high-performing team of Customer Success Engineers (CSEs)
Establish performance metrics and conduct regular performance reviews
Own end-to-end support operations, including queue management and escalations
Act as the ultimate point of technical escalation for strategic enterprise customers
Design and implement customized support plans and SLAs
Own and continuously improve escalation protocols and support processes

Requirements

What you’ll need

5+ years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML environments
2+ years of people management experience
Solid understanding of AI/ML concepts and GPU infrastructure
Proficiency in reading and debugging code (Python preferred)
Excellent verbal and written communication skills
Proven ability to remain calm under pressure and de-escalate high-stakes situations

Benefits

Comp & perks

Competitive salary
Bonus eligibility based on performance
Equity compensation available
401(k) retirement plan with matching
Flexible time off policy
Employee Assistance Program
Access to training and educational resources

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical SupportCustomer SuccessTechnical Account ManagementPerformance MetricsEscalation ProtocolsSupport ProcessesQueue ManagementSLA DesignCode DebuggingAI/ML Infrastructure

Soft Skills

Communication SkillsCalm Under PressureDe-Escalation SkillsMentoringTeam Development