Senior Customer Success Manager

About this role

About Buildkite

At Buildkite, we’re on a mission to unblock every developer on the planet by helping developers create faster, test smarter, and innovate beyond limits. Our Scale-Out Delivery Platform is trusted by some of tech’s most innovative companies — including Airbnb, Block, Canva, Elastic, Twilio, and Uber. We’ve rethought how CI/CD should work, building a platform that’s fast, reliable, secure, and scales to meet the needs of high-growth tech companies.

Role Description

The Senior Customer Success Manager is a highly strategic, senior individual contributor responsible for driving quantifiable business impact across a focused portfolio of Buildkite’s highest-impact Enterprise customers. As the Strategic Customer Partner on those named accounts, you are the primary owner of the customer relationship — accountable for the adoption of Buildkite, the value the customer realizes from it, and the long-term health of the partnership across renewal and expansion.

This is a founding role on a small, senior team. You will operate autonomously across complex Enterprise accounts, integrate every Buildkite motion that touches the customer — commercial, technical, and executive — into a coherent experience, and help shape the operating model of a CS function still being built. We’re looking for someone who wants to define the role, not just fill it. This is an Individual Contributor position.

Your Impact

Strategic Account Leadership

• Account Ownership: Own the post-sale state of a portfolio of named Enterprise accounts as the customer’s single accountable partner at Buildkite — across health, adoption, retention, and expansion identification.

• Value Realization: Drive measurable business outcomes from the Buildkite investment by aligning each account’s success plan to the customer’s core engineering and business goals.

• Internal Orchestration: Act as the central Buildkite resource on the account — mobilizing Account Executives, Technical Account Managers, Solutions, Product, and Support so the customer experiences one cohesive Buildkite.

• Cadence Design: Determine when and how to engage each account based on the value it returns to the customer — right-sizing engagement so every interaction earns its place on the customer’s calendar.

• Operating Model Contribution: Shape the playbooks, processes, and operating model of a founding CS function — and mentor future hires as the team scales.

Executive Influence and Customer Partnership

• Executive Engagement: Cultivate and maintain trusted relationships with customer C-suite, VP, Director, and program-owner stakeholders — including the executive sponsor accountable for the Buildkite investment.

• Business Translation: Translate technical adoption and platform health into the business outcomes that matter to executive sponsors, and into the language they use with their own leadership.

• Executive Business Reviews: Lead the EBR cadence with the AE and TAM — bringing the value narrative, customer readiness, and forward-looking strategy that keeps the partnership on track.

• Customer Advocacy: Amplify the voice of the customer inside Buildkite, ensuring Product, Engineering, and Support stay focused on what matters most to the accounts you own.

• Stakeholder Navigation: Navigate complex internal and customer organizations to drive consensus, surface blockers, and align stakeholders to the outcomes the partnership depends on.

Risk, Renewal, and Expansion Readiness

• Account Health: Maintain a live view of technical, commercial, support, and relationship signals across your portfolio — surface risk early, mobilize the right Buildkite resources, and prevent escalation through proactive partnership.

• Renewal Strategy: Partner with the Account Executive on renewal strategy by driving the value narrative, customer readiness, and account health that underpin every commercial conversation.

• Expansion Sourcing: Identify and source expansion opportunities through the Customer-Sourced Qualified Lead (CSQL) process — turning customer outcomes into growth.

• Onboarding: Partner with the Technical Account Manager on the first 90 days, and sustain the joint CSM/TAM cadence that drives customers from go-live to long-term value.

You’re a Strong Fit if You Have

• 5+ years in Customer Success, strategic account management, or a senior post-sale role at a B2B SaaS company, owning Enterprise accounts end-to-end as the person accountable for value, retention, and expansion

• Direct experience at a CI/CD, DevOps, developer tools, or technical infrastructure SaaS company — enough domain fluency to navigate engineering conversations and the CI/CD problem space credibly, without trying to be the technical expert

• A demonstrable track record of driving retention and expansion outcomes on a…