Customer Success Manager (West Coast)

Description

Job Title: Customer Success Manager (West Coast)

Job Type: Full-time

Location: Remote - West Coast, USA

About CloudBees

CloudBees helps organizations build, run, and govern software factories, giving enterprises the confidence to ship software better, faster, and safer.

Writing code is no longer the bottleneck. Governing what reaches production and validating its impact is. As enterprises adopt agentic coding, software is created faster than most teams can review, secure, and validate. Without consistent governance, organizations risk shipping code they cannot explain, audit, or trust.

CloudBees addresses this challenge without asking teams to replace the tools they already use. Across every toolchain a customer runs, CloudBees makes each change, human or AI, visible, auditable, and accountable before it reaches production. CloudBees Unify is the product behind this: a governance layer, with context and control-plane capabilities, that enforces consistent policy and evidence across every tool, team, and workflow.

Founded in 2010, CloudBees is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Capital, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners.

Visit us at www.cloudbees.com .

Requirements

Position Summary:

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—akin to a Client Account Manager in IT consulting—the CSM builds deep relationships across customer leadership, manages execution roadmaps, and ensures the customer achieves measurable business outcomes using the CloudBees platform.

While possessing high technical aptitude and fluency in modern DevOps, CI/CD, and agentic coding concepts, the CSM is not a hands-on technical implementer. Instead, the CSM orchestrates internal resources (Support, Professional Services, Field CTOs) to solve technical challenges while keeping their focus on platform adoption, customer health, and uncovering strategic expansion opportunities.

Key Responsibilities:

1. Value Realization & Account Leadership (The Quarterback)

• •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.

2. Strategic Discovery & Expansion Pipeline

• •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—handing off commercial execution, pricing, and contract negotiations to the AE.

3. Orchestration & Technical Acumen/Expertise

• •Resource Orchestration: Serve as the primary point of alignment, pulling in Professional Services for complex implementations, Support for technical troubleshooting, or Field CTOs for deep architectural guidance.
• •Domain Fluency: Maintain a solid, working acumen/expertise around DevOps, CI/CD, cloud technologies, and modern development practices (e.g., AI/agentic coding) to speak intelligently with engineering leaders without answering hands-on code/configuration queries.

Key Working Relationships:

External Constituents (The Client)

The CSM maps and nurtures relationships across all tiers of the client organization:

• •Executive Sponsors & Economic Buyers: VPs of Engineering, CIOs, Heads of Infrastructure/Platform—to align on business drivers, demonstrate ROI during EBRs, and secure executive sponsorship.
• •Internal Champions: Engineering Directors, DevOps Leads, and Platform Managers—to drive adoption roadmaps, track project execution, and advocate for platform expansion.
• •Operational Teams & Practitioners: Lead Architects, SRE Leads, and CI/CD Admins—to monitor usage trends, sentiment, and systemic operational blockers (while redirecting tactical execution/support queries to appropriate CB channels).

Internal Constituents (CloudBees)

The CSM acts as the central hub connecting internal teams to deliver a unified customer experience:

• •Account Executive (AE): Partner on account strategy; feed qualified expansion, service, and upsell opportunities to the AE, while maintaining a unified front on account health.
• •Professional Services (PS Closers & PS Advisors): Engage PS Closers/Engagement Managers when custom delivery or paid advisory is needed; collaborate with PS Advisors during onboarding and implementation projects.
• •Technical Support: Monitor escalation trends and high-priority tickets; act as an internal advocate to ensure critical support issues are prioritized without acting as a ticket wrangler.
• •Field CTOs / Solutions Architects: Pull in senior technical leadership for strategic architecture conversations, roadmap briefings, and complex technical validation.
• •Product Management & Engineering: Voice customer enhancement requests, operational pain points, and strategic feedback to influence product roadmaps.

Commercial Boundaries:

The CSM drives retention and account growth through strategic alignment but does not own:

• •Contract renewals or amendments
• •Commercial negotiations, pricing, or quoting
• •Procurement and legal execution

These activities are owned by the Account Executive.

Skills & Experience:

Required

• •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 — You treat customer problems as your own and build relationships with the people behind the logo, not just the account. You can point to decisions you changed because of what a customer told you.
• •High Agency — You own problems beyond your job description and move without waiting to be asked. When the path isn't defined, you make the call and bring people with you rather than working around them.
• •Truth Seeking — You hold a strong point of view and update it when the data says otherwise. You argue for the best answer regardless of who's in the room, and once a decision is made, you commit to it fully.
• •Hard Work — You own the end result, not just your slice of it, and you go beyond what's expected to get there. You work smart as well as hard, and you find real reward in building something demanding alongside people who do the same.
• •Ship Excellence — You hold a painfully high quality bar and keep raising it, while shipping with urgency instead of waiting for perfect. Every iteration is something you learn from.
• •Direct Feedback — You give honest, constructive feedback regardless of seniority or tenure, and you actively ask for it in return. You deliver it with enough care that peopl