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Sr. Customer Success Manager

2 months ago

Little Ferry, United States CloudBees Full time

About CloudBees CloudBees is powering the continuous economy by offering the world’s first end-to-end continuous software delivery management system (SDM). For millions of developers and product teams driving innovation for businesses large or small, SDM builds on continuous integration (CI) and continuous delivery (CD) to enable all functions and teams within and around the software delivery organization to best work together to amplify value creation. CloudBees is the continuous integration (CI), continuous delivery (CD) and application release automation (ARA) powerhouse built from the commercial success of its products and its open-source leadership as the largest contributor to Jenkins and a founding member of the Continuous Delivery Foundation (CDF). With a globally distributed workforce of more than 500 employees, the company reflects the global nature of the DevOps movement. We believe in walking the talk From startups with full-stack developers practicing NoOps to large Fortune 100 companies, CloudBees enables all software-driven organizations to intelligently deploy the right capabilities at the right time. Over 3,500 of the world’s best-known brands and over 50% of the Fortune 500 invest in CloudBees because of its ability to work across any cloud, in any development environment and to balance corporate governance and control with developer flexibility and freedom. About the role We’re hiring a Senior Customer Success Manager whose mission will be to help our customers realize the value of DevOps and achieve their business objectives. Working closely with our Sales, Support, and Professional Services team, you will use your strong communication skills and technical vision to wow customers as you help them realize the value that CloudBees brings to their business. The ideal candidate is a creative and strategic thinker, has an affinity for enterprise technology, and embraces challenging our customers to achieve excellence in their DevOps journey. Experience in enterprise software development is welcome. Candidates will need to understand DevOps organizational structures and concepts. Attention to detail, strong communication skills, and a customer-centric orientation are required. Flexibility to work outside of standard business hours on occasion will be highly valued. This is a rare opportunity to join a fast-growing company with an open and collaborative work environment and help define Customer Success at CloudBees. What You'll Do Manage and own your assigned set of High Touch Enterprise Customers over 100k ARR. Develop and maintain strong relationships with customers, understanding their business objectives and challenges by regularly engaging with them through check-ins, business reviews and proactive communication to ensure customer satisfaction. Regularly engage with assigned customers to understand the Customer’s Journey, business goals, DevOps strategy, and successful outcomes, and drive value through CloudBees products and services. Develop, execute, and track Customer Success plans. Navigate complex organizational structures and decision-making processes at customer sites to gain approval for resource allocation and mutual action plans. Manage Onboarding processes for new customers and drive effective adoption. Align with Sales to identify growth prospects and develop accounts. Proactively identify and develop plans to manage risk in assigned accounts. Manage customer communications from technical product notifications to executive alignment. Create and manage escalations to resolution, working to prioritize customer requests. Conduct outreach campaigns to promote new features, product adoption and share industry best practices. Promote a customer-first environment at all times. Align with Product Management, Support and Engineering to prioritize and deliver on customer needs. Become proficient on the CloudBees Platform. Role Requirements Typically, 6+ years’ experience in a customer-facing role. Typically have a background in semi-technical roles such as Software Development, DevOps, Service Delivery, Consulting, Project Management, or technical customer-facing roles. Experience successfully managing multiple priorities simultaneously, maintaining a high-volume pace with the ability to “switch gears” quickly. Must have knowledge of the software development life cycle, software deployment practices in enterprise organizations. Typically have experience with DevOps tools or Enterprise offerings of Open-Source Software. Strong organizational and analytical skills and attention to detail. Critical thinking and proven complex problem-solving skills required. Customer-first mentality; ability to empathize, proactively understand needs of enterprise customers, and build customer loyalty. Strong interpersonal and communication skills. Clear communicator with professional presence. Strong listening skills; open to input from other team members and departments. Ability to lead through influence and collaborate cross-functionally. Ability to communicate effectively with organizational leaders and technical experts alike. Creative thinker with a positive attitude and high personal agency. We’re invested in you We offer generous paid time off to allow our employees time to rest, recharge and to be present with family and friends throughout the year. At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers. Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization. In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide workforce and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem-solving and better solutions for our customers and their businesses. #J-18808-Ljbffr