Buildkite · 21 hours ago
Customer Success Lead
United States
Full-time
Remote
Senior Level
$150K/yr - $190K/yr
5+ years expBuildkite is a company focused on unblocking developers globally through innovative software delivery solutions. They are seeking a Customer Success Leader to build and scale the post-sales function, overseeing Customer Success, Technical Account Management, and Renewals to ensure customer satisfaction and retention.
Developer PlatformDeveloper ToolsPaaSSoftwareSoftware Engineering
Responsibilities
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
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
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
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
Qualification
Required
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
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
Benefits
Competitive compensation, including salary, equity, and benefits package
Flexible, remote-first culture
Opportunities for professional growth and advancement
Company
Buildkite
Buildkite is a platform for running fast, secure, and scalable continuous integration pipelines on your own infrastructure.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$41.48MKey Investors
OpenView
2022-11-15Series B· $20.98M
2020-08-18Series A· $20.31M
2014-01-01Seed· $0.18M
Recent News
General Catalyst
2025-12-05
The New Stack
2025-08-30
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