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Customer Success Manager

2 months ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Buildkite CI/CD CircleCI CRM GitHub Actions GitLab CI Jenkins Salesforce
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Buildkite

Buildkite

Buildkite: Powerful CI/CD platform for fast, secure, and scalable pipelines on your own infrastructure, offering flexibility, security, and data-driven insights.

Commercial Services & Supplies
51-250
Founded 2014
$41M raised
View All Jobs 8

Description

  • Own a portfolio of named Enterprise accounts as the primary post-sale partner responsible for customer health, adoption, retention, and expansion identification.
  • Drive measurable business outcomes by aligning each customer’s success plan to their engineering and business goals.
  • Coordinate internally across Account Executives, Technical Account Managers, Solutions, Product, and Support to deliver a cohesive customer experience.
  • Determine the right engagement cadence for each account based on customer value and account needs.
  • Build and maintain trusted relationships with executive-level stakeholders, including C-suite, VP, Director, and program owners.
  • Lead executive business reviews with the AE and TAM, including value narrative, customer readiness, and forward-looking strategy.
  • Translate technical adoption and platform health into business outcomes for executive sponsors and their leadership teams.
  • Surface account risk early by maintaining a live view of technical, commercial, support, and relationship signals.
  • Partner with the Account Executive on renewal strategy and support commercial conversations with value and health insights.
  • Identify and source expansion opportunities through the Customer-Sourced Qualified Lead (CSQL) process.
  • Partner with the Technical Account Manager during onboarding and the first 90 days to drive customers from go-live to long-term value.
  • Shape the playbooks, processes, and operating model of a founding Customer Success function as the team scales.

Requirements

  • 5+ years of experience in Customer Success, strategic account management, or a senior post-sale role at a B2B SaaS company owning Enterprise accounts end-to-end.
  • Direct experience at a CI/CD, DevOps, developer tools, or technical infrastructure SaaS company.
  • Demonstrated track record of driving retention and expansion outcomes on a named Enterprise account book.
  • Exceptional executive communication and presence, with comfort engaging VP, CTO, and C-suite stakeholders.
  • Ability to handle objections, navigate complex discussions, and drive alignment across internal and customer stakeholders.
  • Experience orchestrating across Sales, Solutions, Support, Product, and Marketing to deliver a coherent customer experience.
  • Strong commercial instincts with understanding of renewal health, churn risk, and expansion.
  • Ability to work autonomously in a founding-team environment and help define the role and operating model.
  • Hands-on familiarity with Buildkite or comparable CI/CD tools such as Jenkins, GitHub Actions, CircleCI, Harness, or GitLab CI is preferred.
  • Familiarity with CS platforms such as Vitally, Catalyst, Gainsight, Totango, or similar, and revenue tools such as Salesforce, Avoma, and ChartMogul is preferred.
  • Background helping build out a Customer Success function from an early stage is preferred.

Benefits

  • Remote-first culture with support for work-life balance.
  • Competitive compensation and benefits package.
  • Compensation range of $140–155K.
  • Meaningful work with innovative engineering teams.
  • Opportunities for professional growth, learning, and career development.
  • Supportive, collaborative team culture.
  • Inclusive environment with reasonable accommodations available during the recruitment process.

Interested in this position?

Apply directly on the company website

Apply Now

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