Customer Success Manager
Person looking at points around a globe

Customer Success Manager

Build tools for the best
software teams in the world.

About The Role

As a Customer Success Manager (CSM) you will be responsible for managing customer relationships which includes expanding customer accounts, increasing customer retention, solving customer issues, and driving customer satisfaction.

In your day to day life you will be dealing primarily with developers and operations professionals. Someone coming from a sales engineering, technical account manager, or technical support background will feel at home in this role. You will be the main contact for our enterprise accounts working on their behalf to answer technical questions, dealing with commercial issues such as expansion and renewal and ensuring they are happy at all times and consistently using the product.

A typical day for you might look like:

  • Use data analytics to keep track of customer health scores that track product usage

  • Long-term customer relationship management: Manage relationships via regular check-ins or ad hoc calls to help with Buildkite adoption

  • Brand and product promotion: regularly communicate new products and features to customers and help with product adoption

  • Keep track of account usage; work on top-ups (expansion) and renewal of enterprise annual plans including negotiating terms and working through legal agreements

  • Measure and report on MRR expansion, contraction, and churn.

  • Help build Customer Success best practices.

This job is for you if you have:

  • Experience working in a customer facing function in a technical company

  • Experience working with enterprise customers on contracts and security questionnaires

  • An interest and broad understanding of developer tooling

  • Strong project-management skills

  • Excellent written and verbal English language skills, and prefer to speak plainly and personally

  • A genuine love of working with people, are empathetic and enjoy solving problems

TimezoneAny timezone East of Melbourne (UTC+1000) through to Vancouver (UTC−0700) inclusive.
HoursFull-time
Role TypePermanent

About Us

At Buildkite we build tools to help the best software teams stay happy and productive. We’ve rethought how CI/CD should work and have built a platform that is fast, reliable, secure, and is able to scale to the needs of the most demanding high-growth tech companies including Shopify, Pinterest, Wayfair, Cruise, PagerDuty, CultureAmp, and Canva.

Buildkite is a differently shaped company that values work-life balance and supports staff to work the ways that make sense for them. From the beginning, our goal has been to build a company that was profitable, grew sustainably, and had a strong, people-centered culture. We’re currently a distributed team of 39 humans working remotely from Seattle, Vancouver, Perth, Sydney, Hobart, Adelaide, Kyoto, Oakland (US), Long Beach, Wellington, Berlin, London, Kiev, Cordoba (Argentina), and Melbourne.

Take a look at Buildkite’s values and the way they shape the benefits of working with our team here.

To Apply

We have some details at this link which you can fill in. You don’t need to complete every section, just send through any link or document you’re proud of that helps us understand your skillset. This doesn’t have to be a resume, but it can be. There’s also a section to write some words about you and why this role interests you if you like.

If you have any questions or if you’d like to find out more about working at Buildkite, please email careers@buildkite.com

Why Apply?

Small team, global impact

We believe small companies are beautiful, and that small teams can achieve big things. This makes everyone on the team an important part of Buildkite.

Flexible work hours

We don’t keep set office hours, so you can shift your hours around life’s commitments and non-work activities. Take time out of work for exercise, family or whatever life throws at you.

Support and growth

In a small but growing company, you’ll have the opportunity to work on a wide range of projects, and ship work that helps customers.

Work from anywhere

We’re a globally distributed company, and all our work happens remotely. Work from your home office, a co-working space, or your local cat café.

Benefits

Learning & development

Invest in your personal and professional development with a yearly budget to spend on travel, conferences, workshops, courses, and books.

Health cover

We’ll make sure that you and your family have access to comprehensive health and hospital cover, no matter which country you live in.

Parental leave

Take time out to set up a new family, with 6 months of paid leave if you’re the primary carer, and 3 months if you’re secondary. You can use it flexibly, change between primary and secondary, and take the same leave for a still birth. We also keep paying super/401k for 6 months if you take unpaid leave.

Home office & coworking

Set yourself up with a great work environment, either at home or in a co-working space, with a budget for a desk and chair, and a new computer and phone every 24 months. We’ll also cover the cost of plants, art, or anything else you need to set yourself up with a beautiful and productive work environment.

Wellness & paid time off

Take care of your health and wellbeing away from the screen, with 6 weeks of paid leave per year, the ability to take time out of work for fitness, and a yearly budget to spend on things like yoga, climbing, personal training, or a day at the zoo.

Profit share & ownership

Share in the company’s success, and have a stake in what you’re helping to build. Everyone on the team receives a percentage share of the company profits each quarter, and an equity stake through our employee share program.

Working at Buildkite has given me the freedom to grow and flourish in all aspects of my life, personally and professionally. I’m proud to be a part of such a passionate and supportive team.
Headshot of Eleanor.

Eleanor
Engineer

Some of the team on a Zoom video call.

Other Open Positions

Get in touch

If you’ve got any questions or issues with the application process, please let us know.