Customer Success Manager, High Velocity

CloudBees is a company that empowers enterprises to deliver scalable, compliant, and secure software. They are seeking a founding Customer Success Manager for their high-velocity business to build the post-sales customer success motion, drive product adoption, and ensure customers realize measurable value.

Responsibilities:

• Own post-sale success for high-velocity customers across Feature Management, Smart Tests, and future high-velocity products
• Build mutual success plans with customers based on current state, desired outcomes, product usage, business goals, and adoption blockers
• Drive product adoption, customer engagement, and measurable value realization
• Establish customer cadences such as onboarding checkpoints, success reviews, virtual QBRs, and scaled digital touchpoints
• Identify at-risk customers early and coordinate internal action before renewal cycles become firefighting exercises
• Define the customer engagement model for strategic, growth, and scaled customer segments
• Create customer tiering based on ARR, growth potential, renewal timing, risk, brand value, usage, and expansion opportunity
• Build playbooks for adoption, value realization, support risk, onboarding, customer handoffs, and expansion readiness
• Create a scalable framework that future CSMs can inherit and improve
• Use AI and automation where practical to reduce manual work and keep the CSM focused on customer outcomes
• Partner with Account Executives and Account Managers to identify expansion and cross-sell opportunities
• Help Sales understand real customer use cases that can improve future selling motions
• Feed customer pain points, product gaps, and adoption blockers back to Product and Engineering
• Partner with Marketing to identify customer value stories, use cases, and demand-generation inputs
• Coordinate with Support and technical resources to maintain credibility in customer conversations
• Build customer health scoring using engagement, product usage, support/sentiment, and internal account feedback
• Maintain relationship maps and account context in Salesforce and other systems of record
• Capture customer goals, executive priorities, champions, blockers, risks, and expansion signals
• Create a voice-of-customer loop that turns field learning into product, GTM, and customer success improvements
• Partner with AEs and Account Managers on renewal readiness, risk mitigation, and expansion discovery

Requirements:

• 5+ years in Customer Success, Account Management, Customer Value Management, or a similar post-sales SaaS role
• Experience managing commercial, high-velocity, PLG, or scaled customer segments
• Strong customer discovery skills: ability to understand current state, business goals, adoption blockers, and value drivers
• Experience building success plans, customer cadences, health models, or account playbooks
• Ability to partner with Sales on expansion and renewal readiness without becoming a sales-only resource
• Strong cross-functional operating ability across Product, Engineering, Support, Sales, and Marketing
• Comfort operating in ambiguity and building process from scratch
• Strong written and verbal communication skills
• Ability to simplify technical concepts for business and technical audiences
• Experience with DevOps, CI/CD, developer tooling, feature management, testing, or infrastructure software
• Experience in a startup, turnaround, or new-team build environment
• Familiarity with Salesforce, Zendesk, product telemetry, customer health scoring, and AI-enabled workflows
• Prior experience creating customer segmentation models or digital/scaled CS motions
• Experience working with technical users, developers, platform teams, QA teams, or engineering leaders