Job Title: Customer Success Manager, High Velocity
Job Type: Full-time
Location: Remote - United States
About the RoleCloudBees is hiring a founding Customer Success Manager for the high-velocity business. This role will build the post-sales customer success motion for our high-velocity, bottom-up, and PLG-oriented products, starting with Feature Management and Smart Tests.
This is not a maintenance role. This person will define how we help customers get to value, drive adoption, surface risk early, create expansion-ready accounts, and build repeatable customer success processes for the next phase of the business.
The right candidate is a hands-on builder: someone who can operate in ambiguity, work directly with customers, create structure where none exists, and serve as the connective tissue between customers, Sales, Product, Engineering, Support, and Marketing.
MissionBuild the first repeatable Customer Success motion for the high-velocity business by ensuring customers adopt the product, realize measurable value, and become renewable and expandable.
Key ResponsibilitiesCustomer adoption and value realization- 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.
Build the high-velocity CS operating model- 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.
Cross-functional execution- 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.
Customer intelligence and health- 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.
Renewal and expansion support- This role does not own renewals initially.
- The CSM is responsible for getting customers into a renewable and expandable state by ensuring they are using the product, seeing value, and aligned to a clear success plan.
- Partner with AEs and Account Managers on renewal readiness, risk mitigation, and expansion discovery.
First 45 DaysThe first 45 days should focus on building the foundation:
- Learn the products, customer base, sales motion, onboarding path, and current support patterns.
- Meet internal stakeholders across Sales, Product, Engineering, Support, Marketing, and RevOps.
- Audit existing high-velocity customers and define initial customer tiers.
- Select an initial set of priority accounts to validate the motion.
- Build the first customer success playbooks.
- Establish a feedback loop into Product and GTM.
- Define early success metrics and operating cadence.
Success MeasuresSuccess in this role will be measured by:
- Customer adoption and product usage.
- Percentage of assigned customers with active success plans.
- Renewal risk surfaced early and acted on before renewal windows.
- Expansion-qualified opportunities influenced.
- Customer health visibility across the high-velocity portfolio.
- Repeatable playbooks created for future CSMs.
- Customer feedback delivered into Product, Engineering, Sales, and Marketing.
- Reduction in reactive, last-minute customer escalation and renewal firefighting.
QualificationsRequired:- 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.
Preferred (not required):- 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.
What This Role Is Not- Not a traditional renewals manager role.
- Not a support escalation-only role.
- Not an enterprise-only CSM role.
- Not a role where the operating model already exists.
- Not a role for someone who waits for the perfect process, perfect product telemetry, or perfect enablement before acting.
Compensation & Benefits- In accordance with applicable law, the following represents a reasonable estimated compensation range for this role: the estimated pay range for this role is $150,000 - $180,000 annually (OTE). Actual compensation will be determined based on skills, experience, and geographic location and may be more or less than the amount shown above. Compensation for this role is base compensation + commission. Compensation shown is reflective of on target earnings (OTE).
- What CloudBees Offers:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- HSA/FSA
- Remote Work Environment
- Flexible Time Off
- Paid Company Holidays
- Parental Leave
- Variable Bonus Plan dependent on your role
- Stock grant opportunities dependent on your role
- 401(k) with Company Match
