Job Type
Full-time
Description
About CloudBees
CloudBees is powering the continuous economy by offering the world’s first end-to-end continuous software delivery management system (SDM). For millions of developers and product teams driving innovation for businesses large or small, SDM builds on continuous integration (CI) and continuous delivery (CD) to enable all functions and teams within and around the software delivery organization to best work together to amplify value creation.
CloudBees is the continuous integration (CI), continuous delivery (CD) and application release automation (ARA) powerhouse built from the commercial success of its products and its open-source leadership as the largest contributor to Jenkins and a founding member of the Continuous Delivery Foundation (CDF). With a globally distributed workforce of more than 500 employees, the company reflects the global nature of the DevOps movement.
We believe in walking the talk! From startups with full-stack developers practicing NoOps to large Fortune 100 companies, CloudBees enables all software-driven organizations to intelligently deploy the right capabilities at the right time.
Over 3,500 of the world’s best-known brands and over 50% of the Fortune 500 invest in CloudBees because of its ability to work across any cloud, in any development environment and to balance corporate governance and control with developer flexibility and freedom.
About The Role
CloudBees is seeking a visionary and results-driven Vice President of Customer Success to oversee our global Customer Success and Support teams. You will be responsible for leading and developing our customer success and customer support strategy to ensure exceptional customer experiences and long-term satisfaction including addressing immediate needs and issues. You will play a pivotal role in driving customer adoption, retention, and growth by overseeing customer success and support teams and collaborating cross-functionally to drive customer-centric role and will report directly to our Chief Revenue Officer.
What You'll Do
- Strategy: Develop and execute comprehensive customer success and support strategy aligned with the company's objectives to drive customer satisfaction, retention, and growth.
- Team Leadership: Lead and mentor a high-performing customer success and technical support team while fostering a culture of customer advocacy, accountability, and continuous improvement.
- Customer Advocacy: Act as a strong advocate and liaison for customers within CloudBees, ensuring their voice is heard and integrated into product development and service enhancement initiatives.
- Customer Engagement: Oversee the development and execution of customer engagement programs, including onboarding, training, support, and consulting services to drive value realization and adoption.
- Customer Health Monitoring: Establish metrics, KPIs, and methodologies to monitor customer health and satisfaction, proactively identifying opportunities to enhance customer experiences.
- Customer Success: Design and implement customer success programs to maximize customer lifetime value, reduce churn, and increase overall customer satisfaction.
- Support Operations: Oversee the day-to-day operations of the customer support function, ensuring timely and effective resolution of customer issues. Implement and optimize support processes, tools and technologies to enhance efficiency and customer satisfaction.
- Renewals and Expansion: Collaborate with sales, product, and marketing teams to drive customer renewals, expansions, and upsell opportunities through a deep understanding of customer needs and use cases.
- Data Analysis and Reporting: Analyze customer data and feedback to identify trends and make data driven decisions.
- Cross-Functional Collaboration: Work closely with other departments including sales, marketing, product and support to ensure seamless customer experiences from onboarding to ongoing support. Also ensuring alignment of customer success initiatives with overall business objectives.
Role Requirements
- Bachelor’s degree in business, or related field, MBA preferred; or equivalent combination of education and experience.
- Typically, 15+ years’ experience in customer success, customer support or related leadership role.
- Proven experience leading customer success teams in a technology or SaaS environment, driving exceptional results and fostering a customer-centric culture.
- Ability to develop and execute strategic plans, with a strong focus on customer satisfaction, retention, and growth.
- Passionate about advocating for customers’ needs and delivering solutions that exceed expectations.
- Strong collaboration and communication skills to work effectively across departments and levels of the organization.
- Proficient in leveraging data and metrics to drive insights and decisions that enhance customer success initiatives.
- Exceptional leadership and team management skills.
- Proven success in building, leading and managing global teams by fostering a high-performance, collaborative and results driven culture.
- Excellent interpersonal, communication and presentation skills.
- Strong strategic thinking and vision, coupled with the ability to translate strategies into actionable plans that drive growth and market success.
- Ability to thrive in a fast-paced, dynamic environment.
- Understanding of DevOps, cloud-native solutions, and software development practices preferred.
- This role may require occasional travel to CloudBees global offices, customer sites, and industry events.
We’re invested in you!
We offer generous paid time off to allow our employees time to rest, recharge and to be present with family and friends throughout the year. At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers.
Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization. In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere.
Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem-solving and better solutions for our customers and their businesses.
Salary Description
$250k - $350k OTE