Customer success manager (West Coast)

The Customer Success Manager (CSM) is the strategic quarterback for an assigned portfolio of enterprise accounts, responsible for driving customers from initial deployment to long-term value realization. Acting as a trusted partner, the CSM builds deep relationships across customer leadership, manages execution roadmaps, and ensures the customer achieves measurable business outcomes using the CloudBees platform. The CSM is not a hands-on technical implementer; instead, the CSM orchestrates internal resources to solve technical challenges while focusing on platform adoption, customer health, and strategic expansion opportunities.

Responsibilities

Drive Business Outcomes: Partner with key stakeholders to define technical success, build actionable adoption roadmaps, and track customer progress toward clear ROI; Executive Engagement: Lead Executive Business Reviews (EBRs) and operational syncs to align CloudBees capabilities with customer business priorities; Relationship Mapping: Cultivate strong relationships with Executive Sponsors and key Champions; actively identify and develop new champions across departments; Account Governance: Maintain account success plans, monitor overall health metrics, and mobilize internal resources to resolve risks proactively; Identify Opportunities: Deeply understand customer workflows to uncover unaddressed needs, expansion pathways, and professional services opportunities; Partner with Sales: Collaborate closely with Account Executives to flag growth potential and technical risks; Resource Orchestration: Serve as the primary point of alignment, pulling in Professional Services, Support, or Field CTOs; Domain Fluency: Maintain a working acumen around DevOps, CI/CD, cloud technologies, and modern development practices (e.g., AI/agentic coding)

Requirements

5+ years in Customer Success, Client Account Management, or Strategic Account Management in enterprise SaaS or IT consulting (e.g., Accenture, Wipro, TCS, IBM Global Services model); Proven track record of managing enterprise accounts, conducting EBRs, and driving adoption programs; High Technical Aptitude: Ability to converse fluently with Engineering Leaders, DevOps Managers, and Enterprise Architects on software delivery challenges without being a hands-on developer; Project Management: Strong project management, strategic thinking, and executive presentation skills; Organizational Change Management: Driving bottom-up developer adoption strategies to help enterprise teams overcome workflow inertia; Customer Advocacy: Converting mature enterprise champions into reference accounts, public case studies, and Customer Advisory Board (CAB) participants; Customer Obsessed; High Agency; Truth Seeking; Hard Work; Ship Excellence; Direct Feedback

Nice to have

Understanding of modern SDLC, DevOps culture, CI/CD, and enterprise cloud deployments; Experience working alongside Professional Services and Technical Support teams to deliver complex customer outcomes

Benefits

Health coverage from day one (medical, dental and vision options); HDHP plan with HSA contribution from CloudBees; 401(k) company match with pre-tax and Roth options; BEE-Flexible PTO policy (vacation, sick time, and personal days combined); 11 paid U.S. holidays and 2 Bee-Giving Days; Fully funded Life and AD&D, Short Term Disability and Long Term Disability; Fully covered Employee Assistance Program; Company-sponsored Headspace account; Care Concierge service; Monthly stipend for work-from-home setup; Variable MBO Compensation plan; Stock options