Customer Success Manager

GitGuardian•Boston, MA

16h•Hybrid

About The Position

GitGuardian is a global cybersecurity scale-up with offices in Paris, New York City, and Boston. We are experiencing significant growth in our customer base and are expanding our Customer Success team to deliver best-in-class customer service. As a Customer Success Manager, you will serve as the trusted, day-to-day advisor to a portfolio of large enterprise customers, including Fortune 500 and other top-tier global organizations. You will be the single accountable owner for onboarding, adoption, and ongoing success for approximately 20 customers, representing roughly $5M in ARR. Your mission is to maximize customer outcomes by driving measurable maturity improvements, from integration completion to embedded workflows and remediation excellence, while orchestrating internal resources to remove blockers and create sustainable value.

Requirements

Proven experience as a Customer Success Manager in large Enterprise B2B SaaS, successfully managing complex customers who have multi-year agreements and multiple internal user groups.
Experience building adoption plans, aligning stakeholders, proving ROI, and improving retention & renewal outcomes.
Deep understanding of CSM core motions: onboarding, success planning, health/risk management, and cadence/QBR execution.
Strong enterprise stakeholder management skills: ability to build stakeholder maps, identify engagement gaps, and navigate complex organizational Enterprise dynamics.
Excellent customer empathy and active listening: use discovery-style questioning to understand customer goals and confirm priorities before proposing solutions.
Customer-first mindset with the ability to prioritize customer experience over rigid processes when needed, all while maintaining internal alignment.
Project management fundamentals: ability to run lightweight plans with milestones, owners, dates, and risks while keeping cross-functional teams aligned.

Nice To Haves

Technical literacy with integrations and dev/security workflows (SSO, SCIM, APIs, webhooks).
Experience working with DevSecOps personas—security teams, engineering leaders, and platform/tooling teams.
Change management or enablement experience: building rollout plans, training programs, and adoption strategies.

Responsibilities

Lead customer onboarding and proactively drive adoption through structured success plans aligned to GitGuardian's maturity framework.
Run recurring cadence meetings with enterprise stakeholders (security leaders, engineering teams, admins, and executives) to track progress, identify risks, and accelerate value realization.
Build and maintain stakeholder maps, ensuring multi-threaded relationships and proactive expectation-setting across the customer organization.
Translate customer needs into actionable internal requests, coordinating with Sales, Support, and Product teams to ensure seamless resolution.
Monitor adoption metrics and health signals to identify expansion opportunities and flag churn risks early, working with Sales on commercial next steps.
Deliver Quarterly Business Reviews (QBRs) that demonstrate measurable outcomes and align on strategic priorities.
Create scalable and clear documentation: success plans, onboarding timelines, enablement materials, and structured product feedback, all to improve our customer journey.
Maintain exceptional responsiveness with clear written follow-ups; ensuring your customers always know what happens next.

Benefits

25 days of PTO
10 public holidays
Health, Dental & Vision insurance (80% coverage), for individuals and their families
Short term & long term disability insurance (100% paid)
Travel policy including to our annual off-sites
Up to $300 towards your home office set-up
Monthly remote work stipend $70
Complimentary access to Talk Space
Referral bonus of $4000 for any new Guardians we might hire thanks to you
Pre-tax commuter plan access
401(k) with Empower
Opportunities for career development in the long term as an early joiner of GitGuardian US team