About CloudBees

CloudBees provides the leading software delivery platform for enterprises, enabling them to continuously innovate, compete, and win in a world powered by the digital experience. Designed for the world's largest organizations with the most complex requirements, CloudBees enables software development organizations to deliver scalable, compliant, governed, and secure software from the code a developer writes to the people who use it. The platform connects with other best-of-breed tools, improves the developer experience, and enables organizations to bring digital innovation to life continuously, adapt quickly, and unlock business outcomes that create market leaders and disruptors.

CloudBees was founded in 2010 and is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Credit, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners. Visit www.cloudbees.com and follow us on Twitter, LinkedIn, and Facebook.

About the role

We’re hiring a Customer Success Manager whose mission will be to help our customers realize the value of DevOps and achieve their business objectives. Working closely with our Sales, Support, and Professional Services team, you will use your strong communication skills and technical vision to wow customers as you help them realize the value that CloudBees brings to their business.

The ideal candidate is a creative and strategic thinker, has an affinity for enterprise technology, and embraces challenging our customers to achieve excellence in their devops journey. Experience in enterprise software development is welcome. Candidates will need to understand devops organizational structures and concepts. Attention to detail, strong communication skills, and a customer-centric orientation are required. Proficiency in Spanish will be highly valued. This is a rare opportunity to join a fast growing company with an open and collaborative work environment and help define Customer Success at CloudBees.

What you'll do

• Understand the Customer Lifecycle and promote customers through it by inciting action
• Navigate complex organizational structures and decision making processes at customer sites to gain approval for resource allocation and mutual action plans
• Manage Onboarding processes for new customers to ramp quickly
• Align with Sales to identify growth prospects and develop accounts
• Proactively identify and develop plans to manage risk in assigned accounts
• Manage customer communications from technical product notifications to executive alignment
• Create and manage escalations to resolution, working to prioritize customer requests
• Conduct outreach campaigns to promote new features, product adoption and share industry best practices
• Promote a customer first environment at all times
• Understand the goals & objectives of new customers and translate those needs appropriately through onboarding and during the entire subscription term through to renewal and expansion
• Track and hit key implementation and mutual action plan milestones
• Align with Technical Support and Engineering to prioritize and deliver on customer needs
• Become proficient on the CloudBees Platform

Role requirements

• 4+ years experience in a customer-facing role Background in Account Management, Consulting, Project Management or technical customer facing roles
• Experience successfully managing multiple priorities simultaneously, maintaining a high-volume pace with the ability to “switch gears” quickly
• Knowledge of the Software Development Life Cycle is preferred
• Experience with DevOps tools or Enterprise offerings of Open Source Software
• Strong organizational and analytical skills.
• Attention to detail.
• Critical thinking and proven complex problem solving skills required.
• Customer first mentality; ability to empathize and build customer loyalty.
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Fluent in English and Spanish, other languages appreciated.

We’re invested in you!

We offer generous paid time off to allow our employees time to rest, recharge and to be present with family and friends throughout the year.

At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers. Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization.

In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem-solving and better solutions for our customers and their businesses.

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