Customer Success Manager; West Coast

Customer Success Manager (West Coast)

The Customer Success Manager (CSM) is the strategic quarterback for an assigned portfolio of enterprise accounts, responsible for driving customers from initial deployment to long-term value realization. Acting as a trusted partner—akin to a Client Account Manager in IT consulting—the CSM builds deep relationships across customer leadership, manages execution roadmaps, and ensures the customer achieves measurable business outcomes using the Cloud Bees platform.

While possessing high technical aptitude and fluency in modern Dev Ops, CI/CD, and agentic coding concepts, the CSM is not a hands-on technical implementer. Instead, the CSM orchestrates internal resources (Support, Professional Services, Field CTOs) to solve technical challenges while keeping their focus on platform adoption, customer health, and uncovering strategic expansion opportunities.

Key Responsibilities:

• Value Realization & Account Leadership (The Quarterback)
• Drive Business Outcomes:
  Partner with key stakeholders to define technical success, build actionable adoption roadmaps, and track customer progress toward clear ROI.
• Executive Engagement:
  Lead Executive Business Reviews (EBRs) and operational syncs to align Cloud Bees capabilities with customer business priorities.
• Relationship Mapping:
  Cultivate strong relationships with Executive Sponsors and key Champions; actively identify and develop new champions across departments.
• Account Governance:
  Maintain account success plans, monitor overall health metrics, and mobilize internal resources to resolve risks proactively.
• Strategic Discovery & Expansion Pipeline
• Identify Opportunities:
  Deeply understand customer workflows to uncover unaddressed needs, expansion pathways, and professional services opportunities.
• Partner with Sales:
  Collaborate closely with Account Executives to flag growth potential and technical risks—handing off commercial execution, pricing, and contract negotiations to the AE.
• Orchestration & Technical Acumen/Expertise
• Resource Orchestration:
  Serve as the primary point of alignment, pulling in Professional Services for complex implementations, Support for technical troubleshooting, or Field CTOs for deep architectural guidance.
• Domain Fluency:
  Maintain a solid, working acumen/expertise around Dev Ops, CI/CD, cloud technologies, and modern development practices (e.g., AI/agentic coding) to speak intelligently with engineering leaders without answering hands-on code/configuration queries.

Key Working Relationships:

External Constituents (The Client)

• The CSM maps and nurtures relationships across all tiers of the client organization:
• Executive Sponsors & Economic Buyers: VPs of Engineering, CIOs, Heads of Infrastructure/Platform—to align on business drivers, demonstrate ROI during EBRs, and secure executive sponsorship.
• Internal Champions:
  Engineering Directors, Dev Ops Leads, and Platform Managers—to drive adoption roadmaps, track project execution, and advocate for platform expansion.
• Operational Teams & Practitioners:
  Lead Architects, SRE Leads, and CI/CD Admins—to monitor usage trends, sentiment, and systemic operational blockers (while redirecting tactical execution/support queries to appropriate CB channels).

Internal Constituents (Cloud Bees)

• The CSM acts as the central hub connecting internal teams to deliver a unified customer experience:
• Account Executive (AE):
  Partner on account strategy; feed qualified expansion, service, and upsell opportunities to the AE, while maintaining a unified front on account health.
• Professional Services (PS Closers & PS Advisors):
  Engage PS Closers/Engagement Managers when custom delivery or paid advisory is needed; collaborate with PS Advisors during onboarding and implementation projects.
• Techni…