Customer Success Manager (West Coast)

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 partnerakin to a Client Account Manager in IT consultingthe 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:

• 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.
• 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 riskshanding off commercial execution, pricing, and contract negotiations to the AE.
• 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/Platformto align on business drivers, demonstrate ROI during EBRs, and secure executive sponsorship.
• Internal Champions: Engineering Directors, DevOps Leads, and Platform Managersto drive adoption roadmaps, track project execution, and advocate for platform expansion.
• Operational Teams & Practitioners: Lead Architects, SRE Leads, and CI/CD Adminsto 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.

Preferred

• 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.

Success Measures:

• Time-to-Value & Onboarding Completion
• Gross & Net Retention Support (via technical adoption and account health)
• Expansion Pipeline Created (leads handed off to Sales/PS)
• Customer Health Score & CSAT
• Execution of Account Success Plans & EBRs

What CloudBees Offers

• Health coverage from day one. You're eligible on your start date, not 90 days in. Choose from medical, dental and vision options designed to support your healthcare needs. Choose an HDHP plan and we will contribute to your HSA on top of your own pre-tax contributions.
• Real money toward your future. Invest in your future with a competitive 401(k) company match, offering both pre-tax and Roth options to help you reach your financial goals.
• Time that's actually yours. Our BEE-Flexible PTO policy folds vacation, sick time, and personal days into one unlimited plan. Plus 11 paid U.S. holidays and 2 dedicated Bee-Giving Days to volunteer for a cause you care about.
• Protection we pay for entirely. We fully fund your Life and AD&D, Short Term Disability and Long Term Disability protection. Plus our Employee Assistance Program is fully covered too.
• Support for your headspace - literally. All Bees have access to a company-sponsored Headspace account. Plus, a dedicated Care Concierge service so you never have to decode a benefits question alone.
• A home office that works. A stipend every month toward your work-from-home setup in addition to the opportunity to work (hybrid) in an office with your peers.
• Upside when we win. Base salary is the floor. Our Variable MBO Compensation plan rewards for the goals you deliver and the growth we drive together.
• A global, collaborative team that lives by our values: Customer Obsessed, High Agency, Truth Seeking, Hard Work, Ship Excellence, Direct Feedback.
• People who sweat the craft. A team that takes its work seriously and invests in each other's growth.

Compensation

• Base Pay Range: $175,000 - $200,000 annually In accordance with applicable law, this represents