Customer Success Manager (West Coast)

CloudBees•Denver, CO

3d•Hybrid

About The Position

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.

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.
Strong project management, strategic thinking, and executive presentation skills.
Driving bottom-up developer adoption strategies to help enterprise teams overcome workflow inertia.
Converting mature enterprise champions into reference accounts, public case studies, and Customer Advisory Board (CAB) participants.

Nice To Haves

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.

Responsibilities

Drive Business Outcomes: Partner with key stakeholders to define technical success, build actionable adoption roadmaps, and track customer progress toward clear ROI.
Lead Executive Business Reviews (EBRs) and operational syncs to align CloudBees capabilities with customer business priorities.
Cultivate strong relationships with Executive Sponsors and key Champions; actively identify and develop new champions across departments.
Maintain account success plans, monitor overall health metrics, and mobilize internal resources to resolve risks proactively.
Deeply understand customer workflows to uncover unaddressed needs, expansion pathways, and professional services opportunities.
Collaborate closely with Account Executives to flag growth potential and technical risks—handing off commercial execution, pricing, and contract negotiations to the AE.
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.
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.

Benefits

Health coverage from day one.
Medical, dental and vision options.
HSA contributions.
Competitive 401(k) company match, offering both pre-tax and Roth options.
BEE-Flexible PTO policy (unlimited vacation, sick time, and personal days).
11 paid U.S. holidays.
2 dedicated Bee-Giving Days to volunteer.
Fully funded Life and AD&D, Short Term Disability and Long Term Disability protection.
Employee Assistance Program.
Company-sponsored Headspace account.
Dedicated Care Concierge service.
Monthly stipend for work-from-home setup.
Opportunity to work in an office with peers.
Variable MBO Compensation plan.
Stock options.
Variable bonuses.