Manager, Customer Success

About CloudBees

CloudBees enables enterprises to deliver scalable, compliant, and secure software, empowering developers to do their best work.

Seamlessly integrating into any hybrid and heterogeneous environment, CloudBees is more than a tool—it’s a strategic partner in your cloud transformation journey, ensuring security, compliance, and operational efficiency while enhancing the developer experience across your entire software development lifecycle. It allows developers to bring and execute their code anywhere, providing greater flexibility and freedom through fast, self-serve, and secure workflows.

CloudBees supports organizations at every step of their DevSecOps journey, whether using Jenkins on-premise or transitioning software delivery to the cloud. We’re helping customers build the future, today.

What You’ll Do

• Recruit, retain, and supervise a team of Customer Success representatives to ensure timely execution of tasks, achieve goals and ensure achievement of key metrics in order to facilitate customers achievement of their business outcomes and therefore usage growth.
• Ensure each employee has a Career Development Plan, and leverages career growth aspirations to drive their professional growth, CloudBees goals, and customer outcomes.
• Coach employees, ensure a growth mindset, and foster a positive, high-performance collaborative team culture.
• In collaboration with Customer Success leadership, develop and maintain a distribution of accounts versus resources to optimize revenue retention, using signals such as propensity to grow, current spend, and likely effort to achieve growth.
• Lead, mentor, and develop a high-performing Customer Success team across EMEA/APAC.
• Set clear objectives and performance metrics for the team, and ensure alignment with overall company goals.
• Foster a collaborative and customer-centric culture within the team.
• Build and maintain strong relationships with key stakeholders and decision-makers within customer organizations.
• Oversee the onboarding and implementation process to ensure smooth transitions and successful adoption of CloudBees solutions.
• Proactively engage with customers to understand their needs, address any issues, and identify opportunities for expansion.
• Develop and execute strategies to drive customer retention and growth in the EMEA/APAC regions.
• Work closely with sales, product, and support teams to ensure a cohesive approach to customer success.
• Analyze customer data and feedback to inform strategic decisions and enhance the overall customer experience.
• Act as the voice of the customer within the organization, advocating for their needs and ensuring their feedback is incorporated into product and service improvements.
• Share best practices and insights with the broader Customer Success team and contribute to the development of scalable processes and tools.
• Monitor and report on key customer success metrics, including satisfaction, retention, and expansion rates.
• Provide regular updates to senior management on team performance, customer health, and strategic initiatives.

Ensure the team:

• Orchestrates successful outcomes for customers in the customer lifecycle post-sale, such that customers achievement of outcomes facilitates their growth and adoption in the future, including the usage of a customer-aligned success path individualized as required for each customer.
• Maintains customer data to allow CloudBees to understand customers’ architecture, usage, growth patterns, business outcomes, and ROI uses systems to aggressively manage a pipeline of potential growth and churn, including risks at the business and technical level, and identify and leverage opportunities to grow customer usage through achievement of customer business outcomes.
• Tracks their allocation of time and resources and executes a growth roadmap with each managed customer, and brings resources to bear from across the company to assist customers with their growth path.
• Advises, proposes and encourages customers to use appropriate and sustainable methods to meet business objectives, such as Cloudbees Paid Services in various forms.
• Challenges customers to adopt strategies that will lead to customer outcomes.
• Is enabled on a mix of domain process and product capabilities and architecture to facilitate selection of the right resources to ensure customer outcomes.
• Sources the correct technical and other internal resources to sustainably ensure customer business outcomes.
• Guides customers to the right resources and sets boundaries and expectations to ensure customers and CloudBees both win sustainably and profitably.
• Develops transparent, empathetic and trusting relationships with customers.
• Regularly produce and analyze reports on the team’s execution, and propose changes.
• Upline on how to more effectively achieve business objectives.

Role Requirements

• Experience leading a Customer Success team delivering successful customer outcomes, resulting in customer growth, with deep understanding of people management theory and practice.
• Drive for results against customer key outcome measures like Net Revenue Retention, Gross Revenue Retention, upsell, and cross-sell.
• Strong business acumen to help the team execute business-level analysis with customers, and assist the team with executing Business Value Justifications.
• Presentation skills to represent the team internally and externally with senior level business and technical audiences.
• Project management skills to manage execution within the team and ensure the team’s outputs and timely delivery of results.
• Awareness and understanding of the software development lifecycle sufficient to engage with business and technical customer audiences with credibility, identify required resources, and ensure customer outcomes.
• Strong management skills, including communication practices, coaching, metrics management, operating discipline, and execution against metrics and goals, sufficient to ensure the team’s execution and delivery of customer outcomes.
• Proven experience in a customer success management role.
• Deep understanding of the EMEA/APAC regions, including market dynamics and cultural nuances.
• Strong track record of building and leading successful customer success teams.
• Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Analytical mindset with the ability to interpret data and drive actionable insights.
• Experience with CI/CD or software development tools is a plus.
• Fluent in English; additional languages relevant to EMEA/APAC regions are advantageous.
• Bachelor’s degree in Business, Management, or a related field. Advanced degree or relevant certifications are a plus.

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.

Scam Notice

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of CloudBees. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that CloudBees will never ask for any personal account information, such as cell phone, credit card details or bank account numbers, during the recruitment process. Additionally, CloudBees will never send you a check for any equipment prior to employment.

All communication from our recruiters and hiring managers will come from official company email addresses (@cloudbees.com) or from Paylocity and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent CloudBees and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at tahelp@cloudbees.com.

We take these matters very seriously and will work to ensure that any fraudulent activity is reported and dealt with appropriately. If you feel like you have been scammed in the US, please report it to the Federal Trade Commission at:  https://reportfraud.ftc.gov/#/.

In Europe, please contact the European Anti-Fraud Office at:  https://anti-fraud.ec.europa.eu/olaf-and-you/report-fraud_en

Signs of a Recruitment Scam

· Ensure there are no other domains before or after @cloudbees.com.  For example:  “name.dr.cloudbees.com”

· Check any documents for poor spelling and grammar – this is often a sign that fraudsters are at work.

· If they provide a generic email address such as @Yahoo or @Hotmail as a point of contact.

· You are asked for money, an “administration fee”, “security fee” or an “accreditation fee”.

– You are asked for cell phone account information.