Senior Customer Success Manager

2 days ago


Little Ferry, New Jersey, United States CloudBees Full time
About CloudBees

CloudBees is a leading provider of continuous software delivery management systems, empowering millions of developers and product teams to drive innovation and business growth. Our end-to-end SDM platform enables seamless collaboration across functions and teams, amplifying value creation for businesses of all sizes.

Job Summary

We're seeking a highly skilled Senior Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for driving customer satisfaction and success through proactive engagement, strategic planning, and effective communication. Your mission will be to help our customers realize the value of DevOps and achieve their business objectives.

Key Responsibilities
  • Manage and own a portfolio of high-touch enterprise customers, ensuring their success and satisfaction with CloudBees products and services.
  • Develop and maintain strong relationships with customers, understanding their business objectives, challenges, and DevOps strategies.
  • Drive value through CloudBees products and services, identifying opportunities for growth and improvement.
  • Navigate complex organizational structures and decision-making processes to gain approval for resource allocation and mutual action plans.
  • Manage onboarding processes for new customers, driving effective adoption and ensuring successful outcomes.
  • Align with Sales to identify growth prospects and develop accounts.
  • Proactively identify and develop plans to manage risk in assigned accounts.
  • Manage customer communications, creating and managing escalations to resolution.
  • Promote a customer-first environment, aligning with Product Management, Support, and Engineering to prioritize and deliver on customer needs.
Requirements
  • 6+ years of experience in a customer-facing role, preferably in semi-technical roles such as Software Development, DevOps, Service Delivery, Consulting, Project Management, or technical customer-facing roles.
  • Strong knowledge of the software development life cycle, software deployment practices in enterprise organizations, and DevOps tools or Enterprise offerings of Open-Source Software.
  • Excellent organizational and analytical skills, attention to detail, and critical thinking.
  • Customer-first mentality, ability to empathize, proactively understand needs of enterprise customers, and build customer loyalty.
  • Strong interpersonal and communication skills, with the ability to lead through influence and collaborate cross-functionally.
What We Offer

We offer a competitive compensation package, generous paid time off, and a collaborative work environment that values diversity and inclusion. Join our team and be part of a fast-growing company that is shaping the future of software delivery management.



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