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Staff Customer Success Manager

1 month ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Buildkite CI/CD CircleCI CRM GitHub Actions GitLab CI Jenkins Salesforce
Apply Now
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 13

Description

  • Own end-to-end relationships for Buildkite’s most strategic enterprise accounts as the primary accountable partner.
  • Drive measurable customer value realization and align success plans to enterprise engineering and business goals.
  • Orchestrate cross-functional support across Sales, Technical Account Management, Product, Engineering, Marketing, and Executive Leadership.
  • Design and right-size executive engagement cadences for complex multi-stakeholder accounts.
  • Lead C-suite, CTO, and board-level conversations on customer outcomes and strategic direction.
  • Run executive business reviews with the AE and TAM and maintain the value narrative and forward-looking strategy.
  • Advocate for strategic customer needs internally to influence Product, Engineering, and leadership priorities.
  • Set and evolve Customer Success playbooks, KPIs, success-plan templates, and engagement standards.
  • Mentor and develop CSMs and Sr. CSMs to raise the team’s strategic and executive-level capability.
  • Lead cross-functional initiatives that improve Buildkite’s post-sale value delivery and commercial health across the team.

Requirements

  • 8+ years of experience in Customer Success, Strategic Account Management, or other post-sale strategic relationship roles at top-tier B2B SaaS companies.
  • At least 3 years operating at the Sr. CSM level or equivalent.
  • Proven experience owning multi-million ARR, multi-org, multi-business-unit strategic customer relationships.
  • Strong executive presence and experience engaging C-suite, CTO, and board-level stakeholders.
  • Demonstrated impact through building playbooks, mentoring teams, and driving cross-functional initiatives.
  • Direct experience in CI/CD, DevOps, or developer infrastructure SaaS with strong technical fluency.
  • Strong commercial fluency, including understanding pricing, packaging, and named-account coverage economics.
  • Comfort operating as both an individual contributor and a function-level leader on the same day.
  • Hands-on familiarity with Buildkite or comparable CI/CD platforms such as Jenkins, GitHub Actions, CircleCI, Harness, or GitLab CI (nice to have).
  • Experience with CS platforms such as Vitally, Catalyst, Gainsight, or Totango, and revenue tools such as Salesforce, Avoma, or ChartMogul (nice to have).
  • Player/coach experience with responsibility for developing less-senior CSMs (nice to have).
  • Experience helping shape a CS function at an early-stage developer-infrastructure or B2B SaaS company (nice to have).

Benefits

  • Remote-first culture with support for work-life balance.
  • Competitive compensation and benefits package.
  • Salary compensation of $160–170K.
  • Opportunities for professional growth, learning, and career development.
  • Supportive, collaborative team culture where ideas and expertise matter.
  • Meaningful work with innovative engineering teams in tech.

Interested in this position?

Apply directly on the company website

Apply Now

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