Senior Customer Success Manager

<h2><strong>About Buildkite</strong></h2> <p>At Buildkite, we’re on a mission to unblock every developer on the planet by helping developers create faster, test smarter, and innovate beyond limits. Our Scale-Out Delivery Platform is trusted by some of tech’s most innovative companies — including Airbnb, Block, Canva, Elastic, Twilio, and Uber. We’ve rethought how CI/CD should work, building a platform that’s fast, reliable, secure, and scales to meet the needs of high-growth tech companies.</p> <h2><strong>Role Description</strong></h2> <p>The Senior Customer Success Manager is a highly strategic, senior individual contributor responsible for driving quantifiable business impact across a focused portfolio of Buildkite’s highest-impact Enterprise customers. As the Strategic Customer Partner on those named accounts, you are the primary owner of the customer relationship — accountable for the adoption of Buildkite, the value the customer realizes from it, and the long-term health of the partnership across renewal and expansion.</p> <p>This is a founding role on a small, senior team. You will operate autonomously across complex Enterprise accounts, integrate every Buildkite motion that touches the customer — commercial, technical, and executive — into a coherent experience, and help shape the operating model of a CS function still being built. We’re looking for someone who wants to define the role, not just fill it. This is an Individual Contributor position.</p> <h2><strong>Your Impact</strong></h2> <p><strong>Strategic Account Leadership</strong></p> <ul> <li><strong>Account Ownership: </strong>Own the post-sale state of a portfolio of named Enterprise accounts as the customer’s single accountable partner at Buildkite — across health, adoption, retention, and expansion identification.</li> <li><strong>Value Realization: </strong>Drive measurable business outcomes from the Buildkite investment by aligning each account’s success plan to the customer’s core engineering and business goals.</li> <li><strong>Internal Orchestration: </strong>Act as the central Buildkite resource on the account — mobilizing Account Executives, Technical Account Managers, Solutions, Product, and Support so the customer experiences one cohesive Buildkite.</li> <li><strong>Cadence Design: </strong>Determine when and how to engage each account based on the value it returns to the customer — right-sizing engagement so every interaction earns its place on the customer’s calendar.</li> <li><strong>Operating Model Contribution: </strong>Shape the playbooks, processes, and operating model of a founding CS function — and mentor future hires as the team scales.</li> </ul> <p><strong>Executive Influence and Custom