Digital Customer Success Manager

At Octopus Deploy, we believe in the importance of rest, recharge, and balance. Every year, our team takes a well-earned break during our company-wide shutdown at the end of December. This reflects our core values of supporting our team members and fostering a culture of well-being.

Our hiring process is also part of this commitment to thoughtful engagement. If you’ve applied to a role or are considering applying during this time, we want you to know we'll be back on January 2, 2025, and will review all applications promptly upon our return.

Thank you for considering Octopus Deploy as the next step in your journey. We look forward to connecting with you in the new year!

Octopus Deploy sets the standard for Continuous Delivery, empowering software teams to deliver value in an agile way. Over 4,000 organizations globally – including Ubisoft, ASOS, Xero, monday.com, Stack Overflow, NASA, and Disney – rely on our Continuous Delivery, GitOps, and release orchestration solutions. 

Founded in Australia in 2012, our team of over 300 Octonauts now spans the globe. We combine high growth and big ambitions with a sustainable, balanced working environment. Our revenue has grown consistently between 30–50% every year for the past 8 years, and we’ve been profitable for 10 out of the past 11 years.

We’ve been remote-first since 2015 and work with an uncommon level of transparency. You can read our public handbook to learn how we work. We have a transparent approach to compensation that ensures people doing the same work with the same skill get paid the same, with well-defined career pathways. We foster a supportive, collaborative, and high-trust environment. We leave our job titles at the door and focus on doing what’s best for our customers and team. Our leaders never shy away from answering the tough questions at our all-hands calls or in 1:1s. We conduct interviews and onboarding virtually as part of being a remote-first company.

We’re seeking a Digital Customer Success Manager (CSM) to support our mid-sized customer base. In this role, you’ll manage a large portfolio of accounts, leveraging data-driven strategies to enhance customer engagement, adoption, and success. As a key player in our Customer Success team, you will drive Gross Revenue Retention (GRR) and contribute to growth through lead generation for land-and-expand opportunities.

To help our teams work together effectively, this remote position requires you to be located the United States.

What You'll Do:

• Build and maintain a digital-first, scalable approach to managing a high volume of mid-sized customer accounts.
• Design customer journeys using adoption metrics and usage data to personalize touchpoints and outreach campaigns.
• Monitor customer health and usage trends, proactively addressing adoption challenges.
• Serve as the primary point of contact for email-based communication, offering guidance, support, and recommendations to maximize product value.
• Own and deliver on Gross Revenue Retention (GRR) targets.
• Identify upsell, cross-sell, and expansion opportunities based on customer needs and adoption patterns.
• Partner with Sales, Marketing, and Product teams to align strategies for increased customer satisfaction and account growth.
• Utilize customer data and analytics to assess account health and refine engagement strategies.
• Regularly report on performance metrics, including adoption rates, churn risk, and revenue retention.

Your background:

• 2+ years of experience in Customer Success, Account Management, or related roles, preferably in SaaS or tech.
• Proven experience managing a high volume of accounts through digital channels.
• Strong understanding of customer success principles, including adoption and retention strategies.
• Excellent communication and interpersonal skills, particularly in email-based engagement.
• Data-driven mindset with experience leveraging customer insights and analytics.
• Familiarity with tools like Salesforce, Gainsight, or similar customer success platforms is a plus.
• Demonstrated ability to achieve retention and growth targets.
• Self-motivated and capable of working in a fast-paced, results-driven environment.

Interview Process

Below is the interview process you can expect for this role. We know interviewing can seem daunting, but rest assured we designed our interview process to move quickly while still getting you all the information you need.

👋🏼Initial chat [30 min]

Talent acquisition screen: Meet with your Talent Acquisition team and get a feel for what it would be like to be an Octonaut!

💻Technical assessment [60–90 min]

Technical assessment: Designed to showcase your skill set, we give you in-house exercises to gauge your professional scope and expertise.

🧑‍💻Hiring manager chat [45–60 min]

Hiring manager chat: Designated time to chat with the hiring manager. This is a great opportunity to get to know each other. You should expect the hiring manager to ask questions about your professional background and goals. We welcome any questions you may have for us!

🎉Panel interview [60–90 min]

Final round chat: In this final round call, you meet cross-functional team members. You can expect a mix of leaders and individual contributors to join the chat. By the end of this call, you should have a great idea of what it’s like to work at Octopus. We should also have a great idea of what it would be like to have you on the team! We’ll ask any final questions and encourage you to do the same.

Our public employee handbook is the best place to learn more about life at Octopus. It includes our values, how we structure teams, career progression, leave and benefits, and much more. 

If you're enthusiastic about this position, even if you don’t meet all the criteria above, we wholeheartedly encourage you to submit your application. Our talent team is in-house, and we recognize that every individual brings something unique. We take the time to review every application and consider how you might add to the team. 

We know your time is precious. If you apply, we promise to update you at least once per week about the status of your application and to give you clear expectations for each step in the journey. 

Important Notice About Recruitment Scams

Please be aware that individuals and organizations may attempt to scam job seekers by offering fraudulent employment opportunities under the name of Octopus Deploy or Codefresh by Octopus Deploy. These scams may involve fake job postings, unsolicited emails, text messages, or other communications claiming to be from our recruiters or hiring managers.

Octopus Deploy will never:

• Ask for sensitive personal information, such as credit card details, bank account numbers, or other financial information during the recruitment process.

• Request payment, fees, or purchases from job seekers.

• Send checks for equipment purchases prior to employment.

Official Communication Channels:

All communication from Octopus Deploy recruiters or hiring managers will come from official email addresses ending in @octopus.com. If you receive messages from other domains (e.g., name.sr.octopus.com or generic addresses like @yahoo.com), these are not from Octopus Deploy.

If you are unsure about the authenticity of a communication claiming to be from Octopus Deploy, do not provide any personal or financial information and contact us immediately at [email protected].

Reporting Fraud

If you believe you have been a victim of a recruitment scam, please report it to the appropriate authorities:

United States: Federal Trade Commission (FTC)

Europe: European Anti-Fraud Office (OLAF)

New Zealand: NetSafe

Australia: Australian Cyber Security Centre (ACSC)

Signs of a Recruitment Scam

Be vigilant about the following red flags:

• The sender uses email domains that do not end in @octopus.com (e.g., name.sr.octopus.com or generic addresses like @yahoo.com or @hotmail.com).

• Poor spelling and grammar in emails or official-looking documents.

• Requests for payment, financial details, or fees to proceed in the hiring process.

• Receiving a check and being asked to deposit it for equipment purchases before employment.

• Contacting you through informal channels such as WhatsApp, particularly in the United States.

• Pressure to act quickly or threats of losing the opportunity if immediate action is not taken.

We take fraudulent activities seriously and are committed to ensuring the integrity of our hiring process. Thank you for helping us protect our community and future Octonauts!

[Note to Search Firms/Agencies]

Octopus Deploy does not compensate search firms for unsolicited assistance unless they have a written search agreement with Octopus Deploy and the requisition is position-specific. Any resumes, curriculum vitae and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Octopus Deploy will be deemed the sole property of Octopus Deploy and no fee will be paid in the event the candidate is hired by Octopus Deploy.