Senior Customer Success Manager (Technical)

Cloudsmith•New York, NY

23h•Remote

About The Position

We're seeking a deeply technical, highly collaborative account owner to drive success for industry-leading companies that use Cloudsmith to power their software businesses. Cloudsmith is transforming how organizations handle software artifacts and secure their supply chains. As a fully managed multi-tenant Software as a Service (SaaS) platform, we enable organizations to build software better, through best-in-class artifact management and software supply chain security. Our vision is to become the software supply chain itself, powering the future of software delivery. We are the world's most potent artifact management platform, built by developers for developers. Our platform supports over 30 formats spanning languages, container formats, and operating systems, with enterprise-grade features, including vulnerability and security scanning, world-class policy management and enforcement, and web-scale to handle the Fortune 500. Organizations integrate Cloudsmith as critical infrastructure into their development, deployment, and distribution pipelines, trusting us to protect and accelerate, no matter the scale. Backed by top-tier investors and on a trajectory toward IPO and beyond, we're building mission-critical infrastructure that powers software delivery for organizations worldwide. We operate at the cutting edge of cloud-native technology, tackling complex distributed systems challenges that directly impact millions of developers. Now is an exciting time to join us as we revolutionize how organizations deliver and secure software and help write the next chapter of our rocketship growth story.

Requirements

8+ years managing enterprise accounts in SaaS, DevOps, or cloud-native environments
Comfortable working alongside engineering, platform, and security teams on complex technical matters
Experienced in designing Customer Success programs with defined goals, milestones, and measurable outcomes
Able to analyze technical problems and offer practical solutions to support adoption and value realization
Strong understanding of CI/CD pipelines, cloud-native tools, and platform adoption strategies
Skilled at navigating complex organizations with multiple stakeholders and technical teams
Experience converting customer feedback into improvements in product, process, or adoption methods
Knowledge of regulated or security-sensitive environments, supporting teams through change and adoption
Confident, clear communicator with the ability to engage both technical and business audiences
Comfortable providing guidance and feedback to internal teams and customers to drive better outcomes
Able to mentor or support other team members while collaborating across departments
Skilled at presenting insights, trends, and recommendations to influence decisions and actions
Must be based in the USA and have the right to work independently without requiring sponsorship.

Responsibilities

Manage a portfolio of enterprise customers, ensuring they gain full value from Cloudsmith’s platform
Create and maintain Success Plans that set clear goals, track progress, and highlight areas for improvement
Monitor account performance, identify growth opportunities, and partner with Sales to support renewals and expansion
Anticipate potential risks and coordinate solutions with cross-functional teams before issues escalate
Build trusted relationships with senior and technical stakeholders, guiding them toward achieving their objectives
Confidently engage with technical teams to optimize adoption of Cloudsmith’s platform
Investigate and troubleshoot technical issues alongside customers, providing clear guidance and solutions
Communicate complex technical concepts in a way that is understandable to both technical and business audiences
Partner with Product, Engineering, Support, and Sales to provide a cohesive customer experience
Convert customer feedback into actionable recommendations for product enhancements and process improvements
Help refine Customer Success methods, playbooks, and repeatable practices to improve efficiency and scalability
Use internal systems to track adoption, usage trends, and potential challenges across accounts
Work with Onboarding Managers to deliver smooth, organized onboarding experiences for new customers
Support customers through platform adoption, technical questions, and integration challenges
Collaborate to design strategies that increase engagement and ensure long-term value
Document and share insights, highlighting successes and lessons to benefit the wider team