Role Description The Customer Success Manager is a highly strategic, senior individual contributor responsible for driving quantifiable business impact across a focused portfolio of Buildkite’s highest-impact Enterprise customers. As the Strategic Customer Partner on those named accounts, you are the primary owner of the customer relationship — accountable for the adoption of Buildkite, the value the customer realizes from it, and the long-term health of the partnership across renewal and expansion. This is a founding role on a small, senior team. You will operate autonomously across complex Enterprise accounts, integrate every Buildkite motion that touches the customer — commercial, technical, and executive — into a coherent experience, and help shape the operating model of a CS function still being built. We’re looking for someone who wants to define the role, not just fill it. This is an Individual Contributor position. Your Impact - Strategic Account Leadership - Account Ownership: Own the post-sale state of a portfolio of named Enterprise accounts as the customer’s single accountable partner at Buildkite — across health, adoption, retention, and expansion identification. - Value Realization: Drive measurable business outcomes from the Buildkite investment by aligning each account’s success plan to the customer’s core engineering and business goals. - Internal Orchestration: Act as the central Buildkite resource on the account — mobilizing Account Executives, Technical Account Managers, Solutions, Product, and Support so the customer experiences one cohesive Buildkite. - Cadence Design: Determine when and how to engage each account based on the value it returns to the customer — right-sizing engagement so every interaction earns its place on the customer’s calendar. - Operating Model Contribution: Shape the playbooks, processes, and operating model of a founding CS function — and mentor future hires as the team scales. - Executive Influence and Customer Partnership - Executive Engagement: Cultivate and maintain trusted relationships with customer C-suite, VP, Director, and program-owner stakeholders — including the executive sponsor accountable for the Buildkite investment. - Business Translation: Translate technical adoption and platform health into the business outcomes that matter to executive sponsors, and into the language they use with their own leadership. - Executive Business Reviews: Lead the EBR cadence with the AE and TAM — bringing the value narrative, customer readiness, and forward-looking strategy that keeps the partnership on track. - Customer Advocacy: Amplify the voice of the customer inside Buildkite, ensuring Product, Engineering, and Support stay focused on what matters most to the accounts you own. - Stakeholder Navigation: Navigate complex internal and customer organizations to drive consensus, surface blockers, and align stakeholders to the outcomes the partnership depends on. - Risk, Renewal, and Expansion Readiness - Account Health: Maintain a live view of technical, commercial, support, and relationship signals across your portfolio — surface risk early, mobilize the right Buildkite resources, and prevent escalation through proactive partnership. - Renewal Strategy: Partner with the Account Executive on renewal strategy by driving the value narrative, customer readiness, and account health that underpin every commercial conversation. - Expansion Sourcing: Identify and source expansion opportunities through the Customer-Sourced Qualified Lead (CSQL) process — turning customer outcomes into growth. - Onboarding: Partner with the Technical Account Manager on the first 90 days, and sustain the joint CSM/TAM cadence that drives customers from go-live to long-term value. Qualifications - 5+ years in Customer Success, strategic account management, or a senior post-sale role at a B2B SaaS company, owning Enterprise accounts end-to-end as the person accountable for value, retention, and expansion. - Direct experience at a CI/CD, DevOps, developer tools, or technical infrastructure SaaS company — enough domain fluency to navigate engineering conversations and the CI/CD problem space credibly, without trying to be the technical expert. - A demonstrable track record of driving retention and expansion outcomes on a named Enterprise book. - Exceptional executive communication and presence — comfortable engaging VP, CTO, and C-suite stakeholders, and translating technical work into the business outcomes their leadership cares about. - The ability to handle objections, navigate complicated discussions, and drive alignment across customer and internal stakeholders — with persistence in the face of adversity. - Experience orchestrating across Sales, Solutions, Support, Product, and Marketing to deliver a coherent customer experience across complex, multi-stakeholder accounts. - Strong commercial instincts — you understand how your work connects to renewal health, churn risk, and expansion, and you operate effectively alongside AEs and Renewals. - A strong autonomous operator who wants to define the role, not just fill it — comfortable building in a founding-team environment, shaping the playbook as you run the play, and contributing directly to the operating model of a new function. Nice to Have - Hands-on familiarity with Buildkite or comparable CI/CD platforms (Jenkins, GitHub Actions, CircleCI, Harness, GitLab CI) — enough to navigate a customer’s CI/CD architecture conversation without needing translation. - Experience partnering with Technical Account Managers or Solutions Architects in a model where the technical and relationship roles are explicitly separated. - Familiarity with CS platforms (Vitally, Catalyst, Gainsight, Totango, or similar) and modern revenue stacks (Salesforce, Avoma, ChartMogul, or equivalent). - Background contributing to or building out a CS function from an early stage — not just executing within an established one. Benefits - Remote-first culture and support for work-life balance. - Competitive compensation and benefits package. - Meaningful work alongside some of the most innovative engineering teams in tech. - Opportunities for professional growth, learning, and career development. - A supportive, collaborative team culture where your ideas and expertise matter. Compensation $140–155K 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.

• Settlement Coordination & File Management: Take ownership of active settlement files from signed contract through to settlement. Track finance due dates, building & pest inspections, settlement milestones, and ensure all deadlines are met accurately. • Back-Book & Client Retention Support: Manage ongoing post-settlement client touchpoints, run periodic property valuation reviews for existing clients, and support the team in identifying re-engagement opportunities to drive client retention and repeat business. • Client Success & Communication: Manage client communications throughout the settlement process while maintaining a professional and proactive client experience. Coordinate follow-ups and ongoing client touchpoints post-settlement. • CRM & Workflow Management: Maintain and update workflows across Monday.com and Agent Hub. Ensure client records, settlement updates, and operational tracking boards remain accurate and up to date. • Invoicing & Financial Administration: Generate and issue client invoices at key milestones, track outstanding payments, follow up where required, and maintain accurate records of payment status across active files. • Operational Support & Reporting: Provide structured daily updates, end-of-day summaries, and milestone reporting through Microsoft Teams and internal systems. • Process Improvement & Automation Support: Assist in refining operational workflows, maintaining templates, improving documentation, and supporting CRM automation initiatives as the business scales. • Outbound Calls & Third-Party Coordination: Confidently make outbound calls and liaise with Australian-based third parties (inspectors, agents, brokers, property managers) to schedule appointments, confirm details, and progress files through to settlement.

• Deliver professional and timely support to residents via chat, email, and resident portal channels • Act as the primary liaison for resident inquiries, concerns, and service-related requests • Receive, document, and coordinate maintenance requests with internal departments • Resolve apartment-related concerns, complaints, and general service inquiries • Investigate and address billing discrepancies with accuracy and professionalism • Maintain accurate records of customer interactions and case updates within CRM systems • Utilize SAP and internal platforms to monitor, update, and manage service tickets • Conduct follow-ups to ensure complete issue resolution and resident satisfaction • Escalate complex or high-priority concerns to the appropriate teams when necessary • Consistently meet service-level expectations related to response times, quality, and customer satisfaction metrics

• Deliver professional and timely support to residents via chat, email, and resident portal channels • Act as the primary liaison for resident inquiries, concerns, and service-related requests • Receive, document, and coordinate maintenance requests with internal departments • Resolve apartment-related concerns, complaints, and general service inquiries • Investigate and address billing discrepancies with accuracy and professionalism • Maintain accurate records of customer interactions and case updates within CRM systems • Utilize SAP and internal platforms to monitor, update, and manage service tickets • Conduct follow-ups to ensure complete issue resolution and resident satisfaction • Escalate complex or high-priority concerns to the appropriate teams when necessary • Consistently meet service-level expectations related to response times, quality, and customer satisfaction metrics