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Cloudsmith is a fully managed SaaS platform transforming software artifact management and supply chain security. The company enables organizations to build software better through best-in-class artifact management, vulnerability scanning, policy enforcement, and web-scale infrastructure supporting Fortune 500 companies. Backed by top-tier investors on a trajectory toward IPO, Cloudsmith is building mission-critical infrastructure for software delivery.
As Senior Customer Success Manager, you will own the long-term success of strategic enterprise customers, driving adoption, value realization, and lasting partnerships. You'll manage a portfolio of enterprise accounts, creating and maintaining Success Plans with clear goals and progress tracking. Your responsibilities include monitoring account performance, identifying growth opportunities, partnering with Sales on renewals and expansion, and anticipating risks to coordinate proactive solutions.
You'll confidently engage with technical teams to optimize platform adoption, investigate and troubleshoot technical issues alongside customers, and communicate complex concepts to both technical and business audiences. Cross-functional collaboration is central: you'll partner with Product, Engineering, Support, and Sales to provide cohesive customer experiences, converting customer feedback into actionable product recommendations and process improvements.
You'll support smooth onboarding experiences, guide customers through platform adoption and integration challenges, and design strategies that increase engagement and long-term value. You'll document and share insights across the team, highlighting successes and lessons learned.
Required: 8+ years managing enterprise accounts in SaaS, DevOps, or cloud-native environments. Strong technical expertise working alongside engineering, platform, and security teams on complex matters. Experience designing Customer Success programs with defined goals, milestones, and measurable outcomes. Deep understanding of CI/CD pipelines, cloud-native tools, and platform adoption strategies. Ability to navigate complex organizations with multiple stakeholders. Experience in regulated or security-sensitive environments. Excellent communication skills engaging both technical and business audiences. Comfortable providing guidance to internal teams and customers. Ability to mentor team members while collaborating across departments.
