Customer Success & Support Team

Accelerating the success of our customers.

Our mission is to accelerate the success of developers and teams on our platform through strong technical and best practice guidance, while assuring that our product meets the high expectations of our customer communities.

Customer Success

Our mission

Our mission is to own the success of the business customer journey and empower them to achieve successful and sustainable outcomes on the DO platform.

You can find our team working on:

  • Understanding our customers, their use case, and their goals/challenges
  • Managing communication and lifecycle marketing
  • Promoting customer advocacy and referenceability
  • Reducing churn
  • Prospecting for expansion opportunities
  • Educating customers and promote best practices
  • Advocating for the voice of the customer back to the business

What we look for:

Candidates who understand that the customer's needs go beyond the product and technology; that they also want a business partner. Our ideal candidate has experience engaging with customers at all levels to build strategic and trusting relationships that are focused on mutual respect and oriented towards a common goal.

"Our focus is to empower the customer to not only be successful with DigitalOcean, but to help their business succeed. We see our role as navigator, traveling with the customer on their journey rather than a traffic cop who just simply points the way."

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Mike Bauldree
Director, Customer Success

"With the "voice of the customer" being the crux of the Customer Success organization, DigitalOcean empowers the Customer Success team to always work in the best interest of the customer and to always put the customer’s perspective first."

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Allie Janiczek
Customer Success Manager

Platform Support

Our mission

Our mission is to connect customers around the world with resources, enable them to fully utilize our platform, and advocate for their needs.

You can find our team working on:

  • Understanding our newly onboarded and small scale customers, their use case, and their goals/challenges
  • Providing best in class customer support across our product suite for our customer base
  • Guiding customers through platform incidents
  • Educating customers and promote best practices regarding self-managing their infrastructure
  • Advocating for the needs of our wide customer base

What we look for:

Candidates who understand how to empower customers through onboarding, new skill development, product updates, and outages. Our ideal candidate understands how to advocate for customers needs, resolve their short term concerns quickly, and set them up for longterm success in their goals on our platform.

"Customer experience is what drives our team. We're here to make the journey on DO's platform as smooth and as exciting as possible!"

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Michael Heredia
Platform Support Advocate

"We strive to put ourselves in the shoes of our users to enable a loop of feedback. We believe that every interaction is a chance to build a relationship, and therefore our interactions with our users are built on love - love for what we do, what we stand for, and who we support."

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Mandi Barton
Platform Support Specialist

Operations

Our mission

We are a team of professionals dedicated to operational efficiency and effectiveness, utilizing the right skills to make business decisions through thoughtful cross functional alignment, planning and execution in order to scale our organization for the long term and operate efficiently.

You can find our team working on:

  • Focusing and prioritizing initiatives that align with Customer Success & Support at DigitalOcean
  • Developing lean, simple and repeatable processes
  • Providing clear and direct guidance
  • Working toward impactful outcomes and focusing on execution

What we look for:

Candidates who are passionate about our customers, who can strategically balance business needs and customer wants, and focus on getting the right operational things done while ensuring we are running the business effectively and efficiently. We want people who are inquisitive, quality minded, and results oriented and who have the ability to think analytically, communicate effectively, and execute efficiently.

"I get to make our customers' and my colleagues' days easier by doing what I do best -- making sure our processes and tools are simple and seamless. It's like solving a puzzle that explores how people can work better, what tools they work with, what the data is telling us, and how to make outcomes more impactful."

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Kristina Francisco
Business Process Manager

"Whether we're onboarding new employees, negotiating contracts, managing internal tooling, or any of our other responsibilities, we're committed to ensuring our Support & Success teams have nothing between them and helping customers."

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Darian Wilkin
Enablement Specialist

Developer Support

Our mission

To connect developers around the world with resources, enable them to fully utilize our suite of products & features, consult with them to optimize their growth, and advocate for their needs.

You can find our team working on:

  • Understanding our developers and teams of developers, their use case, and their goals/challenges
  • Providing best in class breakfix support across our product suite for growing developer projects and teams
  • Guiding customers through performance and scale impacting incidents
  • Educating and consulting developers in order to promote best practices regarding self-managing their infrastructure
  • Contributing to the engineering and product roadmap through customer advocacy work

What we look for:

Candidates who have a passion for the developer and system admin communities, and who are looking to advocate for their needs. Our ideal candidate understands how to advocate for the long term growth of our core customers while meeting their short term needs.

"There's a strong sense of satisfaction in knowing that you're making a difference by helping to shape and define the services and support we provide to our customers. The opportunity to work with teams of varying skillsets and backgrounds every single day is both challenging and rewarding!"

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Jonathan Tittle
Team Lead, Customer Support