Customer Success Manager

About Ditto:

Ditto is redefining how data moves at the edge. Our mission is to make it seamless for developers to build resilient, real-time applications, regardless of network conditions. Whether you're in a stadium, airplane, or remote military base, Ditto's peer-to-peer sync engine ensures devices stay connected and data stays consistent, even without internet. With more than $145 million in funding and trusted by organizations like Chick-fil-A, Delta Airlines, and the U.S. military, Ditto powers mission-critical experiences across aviation, retail, travel, hospitality, defense, and more. As a globally distributed, fast-growing startup, we’re committed to building a diverse and inclusive team that reflects the wide range of perspectives needed to solve the world’s hardest connectivity problems.

We’re looking for a Customer Success Manager (CSM) to join our Professional Services team. In this role, you’ll serve as the primary relationship owner and strategic advisor for customers throughout their post-sales journey with Ditto. This role is accountable for ensuring our customers successfully adopt our platform, realize measurable business value, and are positioned for long-term success–from implementation to ongoing support. 

Customer Relationship & Accountability

• Own and be accountable to the end-to-end customer relationship throughout the post-sales journey, serving as the primary point of contact and strategic advisor

• Drive team towards desired implementation outcomes, timeline adherence, and successful achievement of agreed-upon milestones

• Establish and nurture relationships at multiple levels within the customer organization, creating redundancy and organizational awareness beyond a single point of contact

• Conduct regular executive business reviews that connect platform usage to customer business outcomes and strategic objectives

Implementation Success

• Lead new and ongoing implementation meetings, ensuring continual alignment with customer needs and goals

• Proactively identify and mitigate risks to implementation timeline or success, escalating when necessary and driving resolution

• Coordinate activities with other team members (Technical Account Managers, Solutions Architects, Implementation Engineers and Support Engineers) to deliver on customer commitments

• Anticipate customer needs based on their business objectives and industry context, surfacing opportunities before they become requests

Value Realization & Growth

• Develop deep understanding of customer business objectives, success metrics, and how platform capabilities map to their strategic goals

• Position customers for renewal success by ensuring strong adoption, value realization, and executive sponsorship throughout implementation

• Guide customers toward new and effective use cases and implementation approaches that add new value to their organization, identifying expansion opportunities and optimal timing for growth conversations based on customer maturity and success indicators.

• 5+ years of experience in customer success, technical program management, or technical account management in B2B SaaS or IaaS environments, as well as mid-to-large consultancies

• Demonstrated ability to manage complex, multi-stakeholder projects in enterprise environments with competing priorities and dependencies

• Strong business acumen with ability to connect technical capabilities to business outcomes and strategic objectives

• Excellent writing and speaking skills with experience presenting to executive audiences and translating technical concepts for business stakeholders

• Proven track record of building trusted advisor relationships and maintaining high customer satisfaction through implementation phases

• Comfortable working cross-functionally and coordinating technical resources without direct management authority

• Strong conceptual understanding and experience in cloud infrastructure, data platforms, and/or mobile technology

We offer competitive salaries and meaningful equity. We believe everyone on the team should have a stake in what we’re building. Benefits vary by region to make sure you're covered in the ways that matter most. In the US, that includes health, dental, vision, life, and disability insurance, plus a 401(k) and flexible spending accounts. In the UK, we offer private healthcare through Vitality, a pension plan, and region-specific coverage. For our team members elsewhere in the world, we work with our global employer platform to offer equitable benefits and coverage.

Regardless of where you live, everyone at Ditto can utilize flexible time off. And while we work remotely, our Atlanta and San Francisco offices are open if you ever want a place to work or meet up with teammates.

At Ditto, we know game-changers don’t always come wrapped in a “perfect” resume. Years of experience? Every single bullet point checked? Meh. That’s not what drives us.

What does matter?

• Grit.

• Curiosity.

• Adaptability.

• And a genuine spark for what we’re building.

So if you’re fired up about our mission but not sure you tick every box - hit that apply button anyway. Use your application to show us how you’ll make an impact here.

We’re always on the lookout for exceptional humans who want to grow, stretch, and build something meaningful with us.

Ditto is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Ditto is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let us know.