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Buildkite · 22 hours ago

Customer Service Lead

United States

Full-time

Remote

Senior Level

$150K/yr - $190K/yr

5+ years exp

Buildkite is a company focused on unblocking developers by providing a fast, reliable, and secure software delivery platform. They are seeking a Customer Success Leader to build and scale their post-sales function, overseeing Customer Success, Technical Account Management, and Renewals to enhance customer health 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

Customer SuccessAccount ManagementB2B SaaSTeam BuildingCustomer Health FrameworkData-Driven InsightsEmpathetic LeadershipBuilder MindsetCommunication Skills