Customer Success Lead, Buildkite
$150-190k
+ Equity
More information about location
Automation & collaboration tools
Be an early applicant
Automation & collaboration tools
101-200 employees
Be an early applicant
$150-190k
+ Equity
More information about location
101-200 employees
Company mission
To build tools to help the best software teams stay happy and productive.
Role
Who you are
- 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
What the job involves
- We’re looking for a Customer Success Leader to build and scale our entire post-sales function from the ground up
- This role owns Customer Success, Technical Account Management (TAM), and Renewals, with a mandate to drive customer health, retention, expansion, and long-term value
- This is a builder role—you’ll design the strategy, hire and develop the team, define operating models, and partner deeply with Sales, Product, and Engineering to ensure customers realize meaningful value at scale
- You’ll be accountable for keeping customers happy, growing accounts responsibly, and creating a world-class customer experience that scales with the business
- 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
- 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
Our take
With researchers predicting that the CI/CD tools (delivery software automation tools) market will grow by 18% by 2031, now is a better time than any for companies like Buildkite to find clients. Founded in Australia in 2014, Buildkite is well placed to find delivery company clients in the 2020s from its huge landmass and export home country Australia.
Buildkite design tools and platforms for eCommerce, communications, and delivery companies as large as Shopify and Intercom. In 2022, it was awarded $21 million in Series B which it plans to use to develop new products. This is off the back of the success of its Test Analytics tool which can help test the reliability of test suites for developers.
Buildkite still has some tricks up its sleeve and continues to develop new suites of products for software clients, showing that it is a still-relevant company amidst a lot of competition.
Steph
Company Specialist at Welcome to the Jungle
Insights
43% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2022
$21m
SERIES B
Aug 2020
$19.8m
SERIES A
Total funding: $41m
Company benefits
- Yearly budget to spend on travel, conferences, workshops, courses, and books
- Comprehensive health and hospital cover
- 6 months of paid leave if you’re the primary carer, and 3 months if you’re secondary (you can use it flexibly, change between primary and secondary, and take the same leave for a still birth)
- Budget for a desk and chair, and a new computer as well as any other tech
- Co-working budget
- 6 weeks of paid leave per year
- Take time out of work for fitness
- Yearly budget to spend on things like yoga, climbing, personal training, or a day at the zoo
Company HQ
CBD, Melbourne, VIC
Leadership
Keith Pitt
(CEO)Previously Software Developer at Pin Payments,Senior Developer at Envato, Co-Founder at Desktoppr, Software Developer at Hooroo.
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