Customer Success Manager
About The Position
This position is hybrid; based in either NYC or Boston. GitGuardian is a global cybersecurity scale-up. The company is based in Paris, New-York City, Boston. Among our early investors who saw our market value proposition, are the co-founder of GitHub, Scott Chacon, along with Solomon Hykes, Docker's co-founder. American and European top-tier VC firms have also invested in GitGuardian. GitGuardian leads the way in Non-Human Identity security, offering end-to-end solutions from secrets detection in code, productivity tools and environments to strong remediation, observability and proactive prevention of leaks. Our solutions are already used by more than 600K developers worldwide! About your team and mission: GitGuardian is experiencing significant growth in our customer base. To deliver best-in-class customer service and ensure our clients receive maximum value from GitGuardian’s solutions, we're expanding our Customer Success team. As a Customer Success Manager, you’ll serve as the trusted, day-to-day advisor to a portfolio of large enterprise customers: Fortune 500 and other top-tier global organizations, including some of the world’s largest companies. You will act as the single accountable owner for onboarding, adoption, and ongoing success. You will manage a global book of business of approximately 20 customers, or representing roughly $5M in ARR. Your mission will be to maximize customer outcomes by driving measurable maturity improvements: from integration completion to embedded workflows and remediation excellence, all while orchestrating internal resources to remove blockers and create sustainable value. Important note: Your role focuses on adoption and outcomes, not pricing or contract negotiations. You'll protect the customer relationship while partnering closely with Sales on any commercial discussions.
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.
- You have built adoption plans, aligned stakeholders, proved ROI, and improved retention & renewal outcomes.
- Deep understanding of CSM core motions: onboarding, success planning, health/risk management, and cadence/QBR execution.
- You have strong enterprise stakeholder management skills: you can build stakeholder maps, identify engagement gaps, and navigate complex organizational Enterprise dynamics.
- Excellent customer empathy and active listening: you use discovery-style questioning to understand customer goals and confirm priorities before proposing solutions.
- You have a customer-first mindset with the ability to prioritize customer experience over rigid processes when needed, all while maintaining internal alignment.
- Project management fundamentals: you can 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 (employees are strongly encouraged to use all of it!)
- 🗓️ 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 ('23 was South of France!)
- 💻 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
- 🚀 Becoming an early joiner of GitGuardian US team, with many opportunities for career development in the long term
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
