Job Description

About Buildkite
At Buildkite, our mission is to unblock every developer on the planet. We’ve rethought how software delivery should work and have built a platform that is fast, reliable, secure, and able to scale to the needs of the most demanding high-growth tech companies globally including Airbnb, Canva, Shopify, PagerDuty, and Lyft.

Job Overview

We’re looking for a Customer Success Leader to build and scale our entire post-sales function from the ground up. This role owns Customer Success, Technical Account Management (TAM), and Renewals , with a mandate to drive customer health, retention, expansion, and long-term value .

This is a builder role —you’ll design the strategy, hire and develop the team, define operating models, and partner deeply with Sales, Product, and Engineering to ensure customers realize meaningful value at scale.

You’ll be accountable for keeping customers happy, growing accounts responsibly, and creating a world-class customer experience that scales with the business.

What You’ll Do

Build & Lead the Customer Success Organization

• Design and implement the end-to-end Customer Success strategy , covering onboarding, adoption, value realization, expansion, and renewal
• Build and manage three core functions :
• • Customer Success Managers (CSMs) – adoption, value, outcomes
  • Technical Account Managers (TAMs) – technical success, architecture, performance, scale
  • Renewals – retention, commercial execution, forecasting
• Hire, onboard, and develop a high-performing CS leadership team and individual contributors
• Define clear role charters, success metrics, career paths, and capacity models

Own Customer Health, Retention & Growth

• Establish a customer health framework that combines usage, sentiment, technical success, and business outcomes
• Drive predictable renewals and expansions in partnership with Sales
• Own and improve key metrics including:
• • Gross & Net Revenue Retention (GRR / NRR)
  • Renewal rates and churn
  • Adoption and engagement
  • Customer satisfaction (CSAT / NPS)
• Proactively identify risk, mitigate churn, and turn customers into long-term advocates

Create Scalable Systems & Operating Models

• Build CS processes that scale—from early-stage customers to large enterprise accounts
• Define playbooks for onboarding, QBRs, executive alignment, escalations, and renewals
• Partner with RevOps to implement tooling, reporting, and forecasting
• Ensure CS motions are repeatable, measurable, and efficient

Be the Voice of the Customer

• Act as a senior escalation point for strategic customers
• Partner with Product and Engineering to influence roadmap priorities based on real customer needs
• Ensure feedback loops exist between customers and internal teams
• Champion customer outcomes internally and externally

What You Bring

• 5+ years in Customer Success, Account Management, or post-sales leadership in B2B SaaS
• Proven experience building and scaling CS teams from the ground up
• Experience managing CSMs, TAMs, and Renewals (or equivalent functions)
• Strong background working with technical customers (engineering-led or developer-focused environments a plus)
• Experience partnering with enterprise Sales teams

Skills & Attributes

• Builder mindset: comfortable creating structure where none exists
• Deep understanding of customer health, adoption, and value realization
• Strong executive presence and communication skills
• Data-driven with the ability to turn insights into action
• Empathetic leader who develops high-performing teams

✨ Why Join Buildkite
At Buildkite, we value kindness, autonomy, and collaboration. You’ll be part of a remote-first company where your work can make a meaningful impact – empowering engineers worldwide to build and deliver better software faster.

• Competitive compensation, including salary, equity, and benefits package
• Flexible, remote-first culture
• Opportunities for professional growth and advancement
• Help shape a proactive, world-class support function for enterprise customers
• An inclusive, innovative culture where your ideas make a real impact

The salary range for this role is $150,000-$190,000. Compensation will be determined based on geographic location, relevant experience, and qualifications.

Equal Opportunity Employer

At Buildkite, we value diversity and celebrate all types of skills, backgrounds, and experiences. We’re dedicated to fostering an inclusive environment and providing reasonable accommodations throughout our recruitment process.

If you need any accommodations or support during the application or interview process, please reach out to us at accommodations@buildkite.com.

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