Senior Customer Success Manager (Technical) at Cloudsmith · New York

TL;DR: We're seeking a deeply technical, highly collaborative account owner to drive success for industry-leading companies that use Cloudsmith to power their software businesses.

About Cloudsmith

Cloudsmith is transforming how organizations handle software artifacts and secure their supply chains. As a fully managed multi-tenant Software as a Service (SaaS) platform, we enable organizations to build software better, through best-in-class artifact management and software supply chain security. Our vision is to become the software supply chain itself, powering the future of software delivery.

We are the world's most potent artifact management platform, built by developers for developers. Our platform supports over 30 formats spanning languages, container formats, and operating systems, with enterprise-grade features, including vulnerability and security scanning, world-class policy management and enforcement, and web-scale to handle the Fortune 500. Organizations integrate Cloudsmith as critical infrastructure into their development, deployment, and distribution pipelines, trusting us to protect and accelerate, no matter the scale.

Backed by top-tier investors and on a trajectory toward IPO and beyond, we're building mission-critical infrastructure that powers software delivery for organizations worldwide. We operate at the cutting edge of cloud-native technology, tackling complex distributed systems challenges that directly impact millions of developers. Now is an exciting time to join us as we revolutionize how organizations deliver and secure software and help write the next chapter of our rocketship growth story.

The Role

As a Senior Customer Success Manager at Cloudsmith, you’ll own the long-term success of our strategic enterprise customers. You’ll be responsible for driving adoption, realizing value, and fostering lasting partnerships, ensuring customers see Cloudsmith as a trusted, strategic part of their software delivery ecosystem. You’ll guide customers through complex technical and organizational challenges, support adoption and growth, and collaborate with cross-function teams to help shape the ongoing evolution of our product and processes.

Key Responsibilities

Customer Success & Strategic Leadership

• Manage a portfolio of enterprise customers, ensuring they gain full value from Cloudsmith’s platform
• Create and maintain Success Plans that set clear goals, track progress, and highlight areas for improvement
• Monitor account performance, identify growth opportunities, and partner with Sales to support renewals and expansion
• Anticipate potential risks and coordinate solutions with cross-functional teams before issues escalate
• Build trusted relationships with senior and technical stakeholders, guiding them toward achieving their objectives

Technical Engagement

• Confidently engage with technical teams to optimize adoption of Cloudsmith’s platform
• Investigate and troubleshoot technical issues alongside customers, providing clear guidance and solutions
• Communicate complex technical concepts in a way that is understandable to both technical and business audiences

Cross-Functional Collaboration & Process

• Partner with Product, Engineering, Support, and Sales to provide a cohesive customer experience
• Convert customer feedback into actionable recommendations for product enhancements and process improvements
• Help refine Customer Success methods, playbooks, and repeatable practices to improve efficiency and scalability
• Use internal systems to track adoption, usage trends, and potential challenges across accounts

Onboarding & Adoption

• Work with Onboarding Managers to deliver smooth, organized onboarding experiences for new customers
• Support customers through platform adoption, technical questions, and integration challenges
• Collaborate to design strategies that increase engagement and ensure long-term value
• Document and share insights, highlighting successes and lessons to benefit the wider team

Required Experience, Qualities & Skills

Technical Expertise

• 8+ years managing enterprise accounts in SaaS, DevOps, or cloud-native environments
• Comfortable working alongside engineering, platform, and security teams on complex technical matters
• Experienced in designing Customer Success programs with defined goals, milestones, and measurable outcomes
• Able to analyze technical problems and offer practical solutions to support adoption and value realization

Domain Knowledge

• Strong understanding of CI/CD pipelines, cloud-native tools, and platform adoption strategies
• Skilled at navigating complex organizations with multiple stakeholders and technical teams
• Experience converting customer feedback into improvements in product, process, or adoption methods
• Knowledge of regulated or security-sensitive environments, supporting teams through change and adoption

Communication & Leadership

• Confident, clear communicator with the ability to engage both technical and business audiences
• Comfortable providing guidance and feedback to internal teams and customers to drive better outcomes
• Able to mentor or support other team members while collaborating across departments
• Skilled at presenting insights, trends, and recommendations to influence decisions and actions

Impact & Opportunity

This role offers the chance to own the long-term success of Cloudsmith’s enterprise customers, helping them adopt our platform, realize value, and grow their software operations. You’ll influence how organizations manage, secure, and scale their software supply chains, collaborating with customers and internal teams to shape adoption strategies and drive meaningful outcomes. From startups to Fortune 500 companies, your work will directly impact how organizations control and secure their software supply chains.

Growth & Development

As the company grows, you’ll have the opportunity to deepen your technical expertise, harden your experience managing globally recognised accounts, and develop leadership skills.

Benefits, Location & Work Environment

Note: You must be based in the USA and have the right to work independently without requiring sponsorship.

Headlines

• A position based in the USA.
• A competitive compensation package, including equity.
• With comprehensive health, dental, and vision insurance.
• Plus, generous annual leave and flexible working policies to suit your lifestyle.
• Including a professional development budget for conferences and training.
• In a dynamic, innovative, trust-centric, and supportive work environment.
• With the opportunity to shape a fast-growing Series B startup (and beyond).
• Regular (monthly-ish) travel may be required for team meetings.
• Regular (quarterly-ish) travel may also be required for events and customers.

Health and Wellness

Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave (PTO), we offer health and wellbeing benefits along with flexible family-friendly working policies.

Personal Growth

You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.

Facilities

Cloudsmith is headquartered in Belfast, Northern Ireland, with fully-equipped office space that’s open 24x7. We use our H.Q. regularly for activities like working sessions, team planning, meets and greets, and sometimes other group activities (like games!). We also hold all-hands offsites in Belfast thrice yearly, with guest speakers and team activities. Many Cloudsmithers work remotely, so we rely on our online collaboration tools; Slack, Google Docs, Linear, and other popular collaboration tools are how we work.

About Equal Opportunity

Cloudsmith is an equal-opportunity employer proud to nurture a diverse workplace that welcomes applications from individuals of all races, genders, and ethnic groups. We do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce.

The Final Word

We're looking for someone who can balance deep technical competency with holistically accountability and ownership, has the experience to build deep relationships with senior technical stakeholders, and is fearless in rolling up their sleeves when needed. We're critical infrastructure by developers / for developers and building the world's software supply chain platform and ecosystem. We want to hear from you if you're excited to build the standard for how we support our largest customers with a lasting impact on the software industry from today until IPO and beyond.