Senior Customer Success Manager

About Cloudsmith

Cloudsmith is transforming how organizations manage software artifacts and secure their software supply chains. As a fully managed, multi-tenant SaaS platform, we enable organizations to build, secure, and distribute software with confidence.

Built by developers for developers, Cloudsmith is the industry's leading artifact management platform, supporting over 30 package formats across programming languages, container technologies, and operating systems. Our platform combines enterprise-grade artifact management with vulnerability scanning, policy enforcement, and software supply chain security at global scale, serving startups through Fortune 500 organizations.

Backed by leading investors and on an exciting growth journey toward IPO, Cloudsmith is building the critical infrastructure powering modern software delivery worldwide.

Role Overview

We are looking for a Senior Customer Success Manager to manage and grow strategic enterprise customer relationships. This is a highly technical, customer-facing role requiring a strong understanding of DevOps, cloud-native technologies, CI/CD pipelines, and enterprise software delivery.

As the trusted advisor for your customers, you will drive product adoption, maximize customer value, support renewals and expansion opportunities, and build long-term executive relationships. You will partner closely with Product, Engineering, Support, and Sales to ensure customers successfully integrate Cloudsmith into their software delivery ecosystem.

This role is ideal for someone who enjoys solving complex technical challenges while building strategic customer partnerships.

Key Responsibilities
Customer Success & Account Management

• Own a portfolio of strategic enterprise accounts throughout the customer lifecycle.
  

• Develop and maintain Success Plans with measurable business outcomes and adoption milestones.
  

• Drive product adoption, customer health, and long-term value realization.
  

• Build trusted relationships with executive, engineering, platform, and security stakeholders.
  

• Conduct regular business reviews and provide strategic recommendations.
  

• Identify account risks early and coordinate mitigation plans across internal teams.
  

• Partner with Sales on customer renewals, upsell opportunities, and account expansion.
  

  
  

Technical Customer Engagement

• Serve as a trusted technical advisor for enterprise customers.
  

• Guide customers on platform adoption, integrations, best practices, and software supply chain security.
  

• Investigate technical challenges alongside Engineering and Support teams.
  

• Communicate complex technical concepts clearly to both technical and business audiences.
  

• Help customers optimize their CI/CD workflows using Cloudsmith.
  

  
  

Cross-Functional Collaboration

• Collaborate closely with Product, Engineering, Sales, Support, and Professional Services.
  

• Represent customer requirements and advocate for product improvements.
  

• Translate customer feedback into actionable product and process recommendations.
  

• Contribute to Customer Success playbooks, documentation, and scalable best practices.
  

• Monitor customer health metrics, platform usage, and adoption trends.
  

  
  

Customer Onboarding & Adoption

• Partner with Onboarding Managers to ensure successful customer implementations.
  

• Support customers through technical integrations and adoption challenges.
  

• Develop adoption strategies that increase customer engagement and platform utilization.
  

• Capture and share customer success stories and best practices across the organization.
  

Requirements

Required Qualifications

Experience

• 8+ years of Customer Success, Technical Account Management, Solutions Engineering, or related experience within SaaS, DevOps, Cloud Infrastructure, or Developer Tools.
  

• Proven experience managing strategic enterprise customer accounts.
  

• Experience supporting large, technically complex customer environments.
  

• Strong track record of driving customer adoption, retention, and expansion.
  

  
  
  

Technical Skills

• Strong understanding of CI/CD pipelines, DevOps practices, Cloud-native technologies, Software supply chain security, Developer platforms and tooling.
  

• Ability to understand APIs, integrations, package management, and enterprise software architecture.
  

• Comfortable troubleshooting technical issues alongside engineering teams.
  

  
  
  

Business & Customer Success

• Experience creating Customer Success plans with measurable business outcomes.
  

• Strong stakeholder management across technical and executive audiences.
  

• Ability to identify business risks and proactively develop success strategies.
  

• Experience supporting enterprise software adoption within large organizations.
  

  
  
  

Communication & Leadership

• Excellent written and verbal communication skills.
  

• Ability to influence technical and executive stakeholders.
  

• Strong presentation and relationship-building skills.
  

• Collaborative mindset with experience working across Product, Engineering, Sales, and Support teams.
  

• Mentoring or leadership experience is an advantage.
  

  
  

Preferred Qualifications

Experience with one or more of the following is highly desirable:

• Artifact management platforms
  

• Software supply chain security
  

• Kubernetes
  

• Docker
  

• AWS, Azure, or Google Cloud
  

• GitHub, GitLab, or Bitbucket
  

• Jenkins, CircleCI, GitHub Actions, or similar CI/CD platforms
  

• Enterprise DevOps transformation initiatives
  

  
  
  

Why Join Us

• Ownership: Lead and manage end-to-end Salesforce development on a key platform
  

• Impact: Work directly with business stakeholders to drive real outcomes
  

• Growth: Opportunity to evolve into architecture or technical leadership roles
  

• Culture: Collaborative, fast-paced, and engineering-driven environment