Customer Success Manager (EMEA)

Description

Description Job Title: Customer Success Manager (EMEA) Job Type: Full-time Location: Hybrid - London, UK (3 days on-site per week) About CloudBees CloudBees helps organizations build, run, and govern software factories, giving enterprises the confidence to ship software better, faster, and safer. Writing code is no longer the bottleneck. Governing what reaches production and validating its impact is. As enterprises adopt agentic coding, software is created faster than most teams can review, secure, and validate. Without consistent governance, organizations risk shipping code they cannot explain, audit, or trust. CloudBees addresses this challenge without asking teams to replace the tools they already use. Across every toolchain a customer runs, CloudBees makes each change, human or AI, visible, auditable, and accountable before it reaches production. CloudBees Unify is the product behind this: a governance layer, with context and control-plane capabilities, that enforces consistent policy and evidence across every tool, team, and workflow. Founded in 2010, CloudBees is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Capital, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners. Visit us at

Requirements Position Summary: 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 CloudBees platform. While possessing high technical aptitude and fluency in modern DevOps, 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. Note: This role will be in Hybrid in London, and the scope of the role will cover the EMEA territory.

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 CloudBees 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 DevOps, 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, DevOps 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 (CloudBees) 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.
• Technical Support: Monitor escalation trends and high-priority tickets; act as an internal advocate to ensure critical support issues are prioritized without acting as a ticket wrangler.
• Field CTOs / Solutions Architects: Pull in senior technical leadership for strategic architecture conversations, roadmap briefings, and complex technical validation.
• Product Management & Engineering: Voice customer enhancement requests, operational pain points, and strategic feedback to influence product roadmaps.

Commercial Boundaries: The CSM drives retention and account growth through strategic alignment but does not own:

• Contract renewals or amendments
• Commercial negotiations, pricing, or quoting
• Procurement and legal execution

These activities are owned by the Account Executive.

Skills & Experience: Required

• 5+ years in Customer Success, Client Account Management, or Strategic Account Management in enterprise SaaS or IT consulting (e.g., Accenture, Wipro, TCS, IBM Global Services model).
• Proven track record of managing enterprise accounts, conducting EBRs, and driving adoption programs.
• High Technical Aptitude: Ability to converse fluently with Engineering Leaders, DevOps Managers, and Enterprise Architects on software delivery challenges without being a hands-on developer.
• Project Management: Strong project management, strategic thinking, and executive presentation skills.
• Organizational Change Management: Driving bottom-up developer adoption strategies to help enterprise teams overcome workflow inertia.
• Customer Advocacy: Converting mature enterprise champions into reference accounts, public case studies, and Customer Advisory Board (CAB) participants.

Preferred

• Understanding of modern SDLC, DevOps culture, CI/CD, and enterprise cloud deployments.
• Experience working alongside Professional Services and Technical Support teams to deliver complex customer outcomes.

Success Measures

• Time-to-Value & Onboarding Completion
• Gross & Net Retention Support (via technical adoption and account health)
• Expansion Pipeline Created (leads handed off to Sales/PS)
• Customer Health Score & CSAT
• Execution of Account Success Plans & EBRs

Why Join Us

• Be part of opening a brand-new office. Real ownership from day one, and the chance to shape how the space works.
• Broad exposure across facilities, events, HR, and marketing. A genuine launchpad for your career.
• A global, collaborative team that lives by our values: Better Together, Entrepreneurs at Heart, Exceed Expectations, Serve with Passion.
• Support for your headspace — literally. A company-sponsored Headspace account and a fully funded global Employee Assistance Programme, so support is there when you need it.
• A home office that works. A monthly stipend toward your home setup, alongside the chance to work with your peers in the office.
• Upside when we win. Share in our success with a performance-based bonus plan aligned with both your personal achievements and company milestones.
• People who sweat the craft. A team that takes its work seriously and invests in each other's growth.
• 28 vacation days, plus public holidays and floating days, giving you a minimum of 38 paid days off per year. If your country has fewer than 10 public holidays annually, we'll top up the difference with floating days.
• 2 paid "Bee-Giving" volunteer days each year to support a cause that matters to you.
• Comprehensive medical insurance with dental coverage for you, plus a contribution toward coverage for your dependants.
• Group Life Insurance and Income Protection for added peace of mind.
• Employer pension matching to help you build your financial future.
• Equity options, giving you the opportunity to share in the company's long-term success and growth.
• Recognition and rewards programmes, where you can earn points and redeem them for rewards and company swag.

Equal Opportunity Statement

CloudBees is committed to providing equal opportunities in employment. We value diversity and inclusion and make decisions based on skills, qualifications, and experience. We do not discriminate on the basis of age, disability, gender identity, marital or civil status, pregnancy, maternity, race, religion or belief, sex, or sexual orientation, in accordance with applicable laws.

Data Protection Statement

All personal data collected during the recruitment process will be processed in line with CloudBees’s Privacy Policy and applicable data protection legislation, including the EU General Data Protection Regulation (GDPR).

Disclaimer

This job description provides an overview of the role and key responsibilities. It is not an exhaustive list, and responsibilities may evolve in line with business needs.

#J-18808-Ljbffr