Staff Customer Success Manager

Job Summary

Owning end-to-end relationships with Buildkite's most strategic enterprise accounts, the full-time Staff Customer Success Manager will drive measurable business outcomes, lead cross-functional initiatives, and mentor team members while working remotely.

Key responsibilities

• Manage strategic account ownership and ensure alignment with enterprise-wide goals for high-value customers
• Engage with C-suite executives to translate technical investments into business outcomes and lead executive business reviews
• Develop playbooks and KPIs for the Customer Success function while mentoring and developing team members

Required qualifications

• 8+ years in Customer Success or Strategic Account Management at top-tier B2B SaaS companies, with at least 3 years at the Senior CSM level
• Proven track record of managing complex, multi-stakeholder customer relationships with significant ARR
• Exceptional executive presence and experience in C-suite engagement
• Demonstrated ability to build playbooks and lead cross-functional initiatives
• Direct experience in CI/CD, DevOps, or developer infrastructure SaaS with strong technical fluency