Customer Success Engineer

We are seeking a highly skilled Customer Success Engineer 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 preferably a full-time position based out of Karachi and with in-person presence in the Karachi 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), 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. Strong ownership 

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 data using the data given to them. 

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 are proud to work here. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud computing so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
• 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 are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support your overall well-being, from one-time work from home stipend to wellness allowance to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program. 
• 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. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This is a Hybrid role

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