Senior Client Success Strategist

2 weeks ago

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

CloudBees is at the forefront of the continuous economy, delivering the world's premier end-to-end continuous software delivery management system (SDM).

For countless developers and product teams driving innovation across businesses of all sizes, SDM enhances continuous integration (CI) and continuous delivery (CD), enabling all functions and teams within the software delivery organization to collaborate effectively and maximize value creation.


As a leader in continuous integration (CI), continuous delivery (CD), and application release automation (ARA), CloudBees has built its reputation on the commercial success of its products and its open-source leadership, being the largest contributor to Jenkins and a founding member of the Continuous Delivery Foundation (CDF).

With a globally distributed workforce exceeding 500 employees, the company embodies the global essence of the DevOps movement.


We believe in taking action. From startups with full-stack developers practicing NoOps to large Fortune 100 companies, CloudBees empowers all software-driven organizations to strategically deploy the right capabilities at the right moment.


Over 3,500 of the world's most recognized brands and more than 50% of the Fortune 500 trust CloudBees for its ability to operate across any cloud, in any development environment, balancing corporate governance with developer flexibility and freedom.

About the Role


We are seeking a Senior Customer Success Manager whose primary mission will be to assist our clients in realizing the value of DevOps and achieving their business goals.

In close collaboration with our Sales, Support, and Professional Services teams, you will leverage your strong communication skills and technical insight to impress clients as you guide them in understanding the value that CloudBees brings to their operations.


The ideal candidate is a creative and strategic thinker with a passion for enterprise technology, willing to challenge our clients to excel in their DevOps journey.

Key Responsibilities

  • Manage and oversee your designated set of High Touch Enterprise Customers with over 100k ARR.
  • Build and maintain robust relationships with clients, comprehending their business objectives and challenges through regular engagement, including check-ins and business reviews, to ensure customer satisfaction.
  • Continuously engage with assigned clients to grasp their Customer Journey, business aspirations, DevOps strategy, and successful outcomes, driving value through CloudBees products and services.
  • Develop, implement, and monitor Customer Success plans.
  • Navigate intricate organizational structures and decision-making processes at client sites to secure approval for resource allocation and collaborative action plans.
  • Oversee onboarding processes for new clients and facilitate effective adoption.
  • Collaborate with Sales to identify growth opportunities and expand accounts.
  • Proactively identify and devise strategies to manage risks in assigned accounts.
  • Handle customer communications, from technical product notifications to executive alignment.
  • Manage escalations to resolution, prioritizing customer requests.
  • Conduct outreach campaigns to promote new features, product adoption, and share industry best practices.
  • Foster a customer-first environment consistently.
  • Coordinate with Product Management, Support, and Engineering to prioritize and fulfill customer needs.
  • Achieve proficiency in the CloudBees Platform.
Role Requirements

  • Typically, 6+ years of experience in a customer-facing role.
  • A background in semi-technical roles such as Software Development, DevOps, Service Delivery, Consulting, Project Management, or technical customer-facing roles is preferred.
  • Experience in managing multiple priorities simultaneously while maintaining a high-volume pace and the ability to adapt quickly.
  • Knowledge of the software development life cycle and software deployment practices in enterprise organizations is essential.
  • Experience with DevOps tools or Enterprise offerings of Open-Source Software is beneficial.
  • Strong organizational and analytical skills with meticulous attention to detail.
  • Critical thinking and proven complex problem-solving abilities are required.
  • A customer-first mentality; ability to empathize, proactively understand the needs of enterprise clients, and foster customer loyalty.
  • Excellent interpersonal and communication skills.
  • 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 be present with family and friends throughout the year.

At CloudBees, we genuinely believe that diversity enhances our ability to serve our customers. A global community like Jenkins necessitates a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their 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.

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