Overview As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home. It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you? Showing Up Somatus Strong We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make: - Authenticity: We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say. - Collaboration: We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more. - Empowerment: We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients’ lives or our partners’ best interests. - Innovation: We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions. - Tenacity: We see challenges as opportunities for growth and improvement — especially when new solutions will make a difference for our patients and partners. Showing Up for You We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including: - Subsidized, personal healthcare coverage (medical, dental vision) - Flexible Paid Time Off (PTO) - Professional Development, CEU, and Tuition Reimbursement - Curated Wellness Benefits supporting teammates physical and mental well-being - Community engagement opportunities - And more! The Director of Customer Success is responsible for developing and implementing strategic plans for partnership success to include customer retention and growth opportunities. They will play a key role in the continued growth of the company and support strategic initiatives working with health plans, hospitals and health systems, nephrology groups, and other healthcare organizations. Responsibilities - Develop and implement strategic plan for partner success to include customer retention and growth opportunities - Curate strong working relationships with key executives and operational leadership from customers and near-term prospect organizations - Responsible for partner retention and overall customer satisfaction, as measured by net promoter score, customer satisfaction surveys and other customer experience metrics - Collect and maintain comprehensive knowledge of customer priorities and key business objectives - Serve as a go-to-resource responsible for value delivery to customers including clinical, operational and financial performance - Understand detailed aspects of partnership terms, SLAs and pertinent details for contract management and contract renewal opportunities - Collaborate with marketing to promote program and customer success in the market - Ensures consistent communication with cross-functional teams and timely response to all customer requests - Maintains relevant healthcare industry knowledge and market awareness - Maintains detailed knowledge of company value story, capabilities and product roadmap - Analyze customer data to identify trends and growth opportunities - Report on retention, churn, revenue growth, and customer satisfaction metrics - Prepares and briefs internal leadership teams, including company EC members, on overall account health; proactively addresses account challenges/barriers and drives solutions - Prepares, hosts and leads partner success meetings and Joint Operating Committee sessions with customer leadership (monthly, quarterly, bi-annual and annual, etc.), including follow-ups - Serves as liaison across operations, legal, finance, technology and clinical leadership Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Qualifications Required Education and Experience: - Bachelor’s degree in Business, Marketing, or related field from accredited college or university. · Seven (7) to ten (10) years of account management or business development experience working with health plans, health systems, medical group practices or other healthcare organizations. Preferred Education and Experience: - MBA or other Master-level degree preferred. - Population Health or Complex Care program experience Knowledge, Skills, and Abilities: - Excellent verbal and written communications skills with demonstrated ability to communicate, present, and influence both credibly and effectively at all levels of an organization, including executive and C-level - Commercial acumen and a proven track record of successfully driving renewals and new business development - Ability to connect with diverse constituents and stakeholders across cross-functional teams (leadership, marketing, account management, product and development, data and analytics, market operations and clinical) · Proven track record of driving retention and revenue growth - Strong financial acumen, analytical and problem-solving skills - Experience with CRM and customer success tools - Demonstrated self-starter and ability to work collaboratively in a team atmosphere - Works well in team-based, collaborative environment - Proven ability to operate successfully in remote role Position Type/Expected Hours of Work: This is a full-time position, and core hours of work and days are Monday through Friday 8:00 a.m. to 5 p.m. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Somatus, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

• Lead, hire, train, mentor, and develop a high-performing team • Establish performance metrics and conduct regular 1:1s, performance reviews, and career development planning • Own end-to-end support operations, including queue management • Drive improvements in key support metrics such as CSAT and response times • Act as the ultimate point of technical escalation for enterprise customers

Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world. We are looking for a Manager, Customer Success Engineering (AI & Cloud Support) who is passionate about delivering exceptional support experiences and building high-performing teams. As a Manager, CSE (AI & Cloud Support) at DigitalOcean, you will operate as a Support Manager leading a team of Customer Success Engineers (CSEs) supporting strategic customers across cloud infrastructure and emerging AI/ML workloads. Reporting to the Senior Manager of Customer Success Engineering, you will own day-to-day support operations, team performance, and customer experience outcomes. This role is focused on driving operational excellence while building strong technical depth within the team across AI, GPUs, Kubernetes, Databases and core cloud offerings. You will play a key role in ensuring consistent support coverage, developing SMEs, and partnering cross-functionally with Product and Engineering to improve both customer experience and product quality. The ideal candidate brings a deep understanding of cloud and AI/ML ecosystems, including machine learning operations (MLOps), and enterprise support, combined with a passion for innovation and automation, and a proven ability to lead teams in delivering “white-glove” experiences for strategic customers. What You’ll Do: Team Leadership & Development - Lead, hire, train, mentor and develop a high-performing team of Customer Success Engineers (CSEs), driving accountability, performance, and career growth - Establish performance metrics (KPIs/SLAs) and conduct regular 1:1s, performance reviews, and career development planning. - Own end-to-end support operations, including queue management, escalations, and shift planning to ensure consistent 24x7 coverage. - Drive improvements in key support metrics such as CSAT, response times, resolution times, and overall support quality. - Build and strengthen technical expertise within the team across core areas such as Kubernetes (DOKS), Databases, Compute, and AI/ML workloads. Strategic Customer Support - Act as the ultimate point of technical escalation for our largest, most strategic enterprise customers across Cloud and AI/ML workloads, stepping in to manage critical incidents and high-severity (Sev1/Sev2) issues. - Design and implement customized support plans, SLAs, and escalation pathways tailored to the needs of strategic accounts. - Partner closely with Technical Account Managers (TAMs), Growth Account Managers (GAM) to conduct Executive Business Reviews (EBRs) and ensure customers are maximizing the value of our Cloud and AI/ML products. - Proactively identify risks and opportunities within strategic accounts to improve customer experience, adoption, and retention. Technical & Cross-Functional Operations - Serve as the Voice of the Customer (VoC) to Product and Engineering teams, synthesizing support data to advocate for bug fixes, feature requests, and UX improvements. - Own and continuously improve escalation protocols between AI/ML Support and CloudOps, Infrastructure Engineering, and Product — including Jira escalation routing, Sev1 bridge management, and post-incident documentation. - Own the development and maintenance of SOPs, escalation runbooks, HVC support playbooks, and knowledge base content — treating documentation infrastructure as a core operational lever for team scalability. - Contribute to the vision for AI and automation within support—building intelligent tooling and driving the team toward an automation-first model to improve efficiency, scalability, and customer experience. - Foster a culture of continuous learning, ensuring the team stays ahead of evolving cloud technologies, AI/ML frameworks, and industry trends. Key Metrics: - Customer Satisfaction (CSAT) for strategic accounts - Time to Response and Resolution (TTR) for strategic customers - Tier 1 resolution rate vs. escalation rate - Time-to-escalation and engineering handoff SLA adherence - SLA adherence and escalation response times - Support productivity and quality (QA scores) - Post-incident documentation completion rate What You’ll Add to DigitalOcean: - Experience: 5+ years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML environments ideally including experience supporting AI-native, high-growth companies with 24x7 production dependencies on GPU infrastructure. - Leadership: 2+ years of people management experience leading technical, customer-facing teams, preferably in a high-growth, post-acquisition, or rapidly scaling environment. - Technical Domain Expertise: Solid understanding of AI/ML concepts, including Generative AI, Large Language Models (LLMs), natural language processing (NLP), and MLOps. Deep familiarity with GPU infrastructure (NVIDIA H100/H200, bare metal GPU provisioning) and AI inference workloads is strongly preferred. - Coding/Integration: Proficiency in reading and debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture. - Communication: Excellent verbal and written communication skills, with the ability to translate complex technical or AI concepts for diverse audiences OR to both highly technical engineers and non-technical business executives. - Problem-Solving: Proven ability to remain calm under pressure and de-escalate high-stakes situations with enterprise clients. Preferred Qualifications: - Hands-on experience with ML frameworks (e.g., TensorFlow, PyTorch, Scikit-learn) and AI toolchains (e.g., LangChain, Hugging Face). - Experience with major cloud platforms (AWS, Google Cloud, Azure) and their native AI/ML services. - Bachelor’s or Master’s degree in Computer Science, Data Science, Engineering, or a related technical field. - ITIL or equivalent service management certification Compensation Range: - $125,000 - $153,000 *This is a remote role JR: 2026-7692 #LI-Remote Why You’ll Like Working for DigitalOcean - We innovate with purpose. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI 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 you from our Employee Assistance Program to Local Employee Meetups 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. - DigitalOcean is an equal-opportunity employer. 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. Application Limit: You may apply to a maximum of 3 positions within any 180-day period. This policy promotes better role-candidate matching and encourages thoughtful applications where your qualifications align most strongly.

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Job Description You are customer-obsessed and a trusted expert in both AI solutions and organizational change management. For companies on their Agentic Enterprise journey, the path to value isn't just about turning the software on—it’s about the continuous optimization, cultural adoption, and governance of AI solutions. As the Agentic Customer Success Director, you are the strategic architect of value. You move beyond the initial implementation to ensure deep, operationalized adoption of contracted use cases. You ensure the "AI Flywheel" keeps spinning by orchestrating a complex ecosystem of internal Salesforce teams and consulting partners, while using agent telemetry to drive data-driven improvements, and identifying the next high-impact opportunities for the customer. Your Impact - Enable the Customer Center of Excellence (CoE): Lead the customer in building and nurturing their internal CoE. Train "Agent Champions" and empower the customer to independently iterate, govern, and scale their AI footprint. - Data-Driven Governance & Telemetry: Monitor agent performance telemetry, success rates, and friction points to identify where agents are stalling. Use these data-driven insights to proactively recommend optimizations to the customer’s supply chain workflows. - Ecosystem Orchestration: Guide the customer’s Agentic Enterprise journey. Coordinate seamlessly with Salesforce Account Executives, Professional Services, and Third-Party Consulting Partners/SIs to ensure a unified customer experience. - Drive Deep Consumption: Proactively manage the roadmap for contracted licenses and consumption credits. Your success is measured by the customer’s ability to fully utilize their investment against high-impact processes. - Value Realization & ROI: Define, track, and report on quantifiable business impact. Move the conversation from "technical deployment" to "business outcomes" (e.g., reducing stock-outs, automating manual triage, and improving planner productivity) using hard data from the platform. - Consultative Use Case Identification: Use your knowledge of industry processes to identify "qualified opportunities" where deploying additional AI agents solves business friction points. Tee up the business case for these new use cases, shifting the customer from reactive usage to proactive, strategic expansion. - Remove Adoption Barriers: Identify and neutralize "friction"—whether it's data quality issues in Data Cloud, user resistance, or business process misalignment—that prevents the scaling of Agentforce. - Voice of the Customer: Act as a bridge between the customer’s operational reality and Salesforce Product and Engineering teams to ensure the roadmap solves real-world supply chain hurdles. Minimum Requirements - 8+ years of work experience, with 5+ years in Customer Success, Professional Services, or Management Consulting, focused on adoption and change management for enterprise SaaS, preferably in the domains of Supply Chain/Manufacturing or Financial Services. - Governance Leadership: Experience standing up governance frameworks or Steering Committees for large-scale digital transformation projects. - Analytical Fluency: Strong ability to interpret platform telemetry, usage data, and performance dashboards to derive actionable insights for customers. - Consumption Model Mastery: Track record of managing consumption-based accounts, focusing on driving utilization through value-based activity. - Strategic Communication: Exceptional ability to present complex AI outcomes to C-suite executives, shifting the narrative from technical features to business value. - AI Fluency: A deep understanding of AI/LLM logic and the ability to translate technical "agentic" capabilities into business outcomes outcomes. Preferred Requirements - Industry Domain Expertise: Deep experience navigating complex business processes within Supply Chain/Manufacturing (ERP, MRP, Logistics) OR Financial Services (Banking, Insurance, Wealth Management, Regulatory/Compliance workflows). - Systems & Back-office Process Familiarity: Experience navigating complex enterprise ecosystems (ERP, MRP, TMS) and understanding manufacturing/logistics workflows. - Salesforce Ecosystem: Familiarity with Data 360, Agentforce, or Slack-based workflow automations. *LI-Y ​ Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $164,000 - $273,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $196,800 - $298,400 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.