Manager, Customer Success Engineering

📋 Description

• Lead and develop a high-performing team of CSEs for strategic cloud/AI workloads.
• Set KPIs/SLAs; run 1:1s, reviews, and career development plans.
• Own end-to-end support ops: queue management, escalations, 24x7 coverage.
• Drive CSAT, response times, resolution times, and overall quality.
• Build depth in Kubernetes (DOKS), Databases, Compute, and AI/ML workloads.
• Escalate for strategic enterprise customers; align with Product/Engineering and TAMs/GAMs for EBRS.

🎯 Requirements

• 5+ years in Technical Support, CS, or TAM in B2B SaaS/Cloud/AI/ML.
• 2+ years of people management for technical, customer-facing teams.
• Strong AI/ML knowledge: Generative AI, LLMs, NLP, and MLOps; GPU workloads.
• Proficiency in Python and debugging; RESTful APIs and cloud architecture.
• Excellent communication; translate complex tech for diverse audiences.
• Problem-solving: calm under pressure; de-escalate with enterprise clients.
• Hands-on ML frameworks (TensorFlow, PyTorch, Scikit-learn) and AI toolchains.
• Experience with AWS, Google Cloud, Azure and their AI/ML services.

🎁 Benefits

• Conference/training reimbursement; LinkedIn Learning access.
• Global benefits: EAP, local meetups, flexible time off.
• Competitive compensation with bonus and equity; Employee Stock Purchase Program.
• DigitalOcean is an equal-opportunity employer.