Senior Customer Success Manager (Technical)

TL;DR: We're seeking a deeply technical, highly collaborative account owner to drive success for industry-leading companies that use Cloudsmith to power their software businesses.

About Cloudsmith

Cloudsmith is transforming how organizations handle software artifacts and secure their supply chains. As a fully managed multi-tenant Software as a Service (SaaS) platform, we enable organizations to build software better, through best-in-class artifact management and software supply chain security. Our vision is to become the software supply chain itself, powering the future of software delivery.

We are the world's most potent artifact management platform, built by developers for developers. Our platform supports over 30 formats spanning languages, container formats, and operating systems, with enterprise-grade features, including vulnerability and security scanning, world-class policy management and enforcement, and web-scale to handle the Fortune 500. Organizations integrate Cloudsmith as critical infrastructure into their development, deployment, and distribution pipelines, trusting us to protect and accelerate, no matter the scale.

Backed by top-tier investors and on a trajectory toward IPO and beyond, we're building mission-critical infrastructure that powers software delivery for organizations worldwide. We operate at the cutting edge of cloud-native technology, tackling complex distributed systems challenges that directly impact millions of developers. Now is an exciting time to join us as we revolutionize how organizations deliver and secure software and help write the next chapter of our rocketship growth story.

The Role

As a Senior Customer Success Manager at Cloudsmith, you’ll own the long-term success of our strategic enterprise customers. You’ll be responsible for driving adoption, realizing value, and fostering lasting partnerships, ensuring customers see Cloudsmith as a trusted, strategic part of their software delivery ecosystem. You’ll guide customers through complex technical and organizational challenges, support adoption and growth, and collaborate with cross-function teams to help shape the ongoing evolution of our product and processes.

Key Responsibilities

Customer Success & Strategic Leadership

• Manage a portfolio of enterprise customers, ensuring they gain full value from Cloudsmith’s platform

• Create and maintain Success Plans that set clear goals, track progress, and highlight areas for improvement

• Monitor account performance, identify growth opportunities, and partner with Sales to support renewals and expansion

• Anticipate potential risks and coordinate solutions with cross-functional teams before issues escalate

• Build trusted relationships with senior and technical stakeholders, guiding them toward achieving their objectives

Technical Engagement

• Confidently engage with technical teams to optimize adoption of Cloudsmith’s platform

• Investigate and troubleshoot technical issues alongside customers, providing clear guidance and solutions

• Communicate complex technical concepts in a way that is understandable to both technical and business audiences

Cross-Functional Collaboration & Process

• Partner with Product, Engineering, Support, and Sales to provide a cohesive customer experience

• Convert customer feedback into actionable recommendations for product enhancements and process improvements

• Help refine Customer Success methods, playbooks, and repeatable practices to improve efficiency and scalability

• Use internal systems to track adoption, usage trends, and potential challenges across accounts

Onboarding & Adoption

• Work with Onboarding Managers to deliver smooth, organized onboarding experiences for new customers

• Support customers t