Customer Success Manager (West Coast)

About the company

CloudBees provides the leading software delivery platform for enterprises, enabling them to continuously innovate, compete, and win in a world powered by the digital experience. Designed for the world's largest organizations with the most complex requirements, CloudBees enables software development organizations to deliver scalable, compliant, governed, and secure software from the code a developer writes to the people who use it. The platform connects with other best-of-breed tools, improves the developer experience, and enables organizations to bring digital innovation to life continuously, adapt quickly, and unlock business outcomes that create market leaders and disruptors. CloudBees was founded in 2010 and is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Credit, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners.

About the role

Own a portfolio of enterprise accounts, driving customers from initial deployment through long-term value realization on the CloudBees platform.

• Build adoption roadmaps with key stakeholders, track progress toward measurable ROI, and lead Executive Business Reviews (EBRs) and operational syncs.
• Map and grow relationships across the customer org — from Executive Sponsors (VPs of Engineering, CIOs) to Champions (Engineering Directors, DevOps Leads) to practitioners (Architects, SRE Leads).
• Maintain account success plans, monitor health metrics, and mobilize internal teams to resolve risk before it costs the account.
• Uncover expansion pathways and professional services opportunities by understanding customer workflows deeply; hand qualified opportunities to the Account Executive.
• Orchestrate internal resources — Professional Services for implementation, Support for technical escalations, Field CTOs for architecture conversations — to resolve customer technical challenges.
• Speak fluently on DevOps, CI/CD, cloud platforms, and agentic coding concepts with engineering leaders, without acting as a hands-on implementer.
• Feed customer enhancement requests and operational pain points to Product Management and Engineering.
• Convert mature champions into reference accounts, case studies, and Customer Advisory Board participants.

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 managing enterprise accounts, running EBRs, and driving adoption programs.
• High technical aptitude — able to converse fluently with engineering leaders, DevOps managers, and enterprise architects on software delivery challenges without being a hands-on developer.
• Strong project management, strategic thinking, and executive presentation skills.
• Experience driving organizational change management and bottom-up developer adoption in enterprise teams.
• Track record of converting champions into references, case studies, and CAB participants.
• High understanding of modern SDLC, DevOps culture, CI/CD, and enterprise cloud deployments.
• Experience working alongside Professional Services & Technical teams to deliver complex customer outcomes.

Travel: Up to 50%. While actual travel fluctuates seasonally, expect regular travel to client locations to host Executive Business Reviews and deepen customer relationships.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• HSA/FSA
• Flexible Time Off
• Paid Company Holidays
• Parental Leave
• Variable Bonus Plan dependent on your role
• Stock grant opportunities dependent on your role
• 401(k) with Company Match

Pay

Base Pay Range: $125,000 – $145,000 annually. In accordance with applicable law, this represents a reasonable estimated compensation range for this role. Actual compensation will be determined based on skills, experience, and geographic location and may be more or less than the amount shown above. Outside of base compensation, CloudBees also offers stock options and variable bonuses.