Customer Success Manager, Commercial

Chainguard

1d • Remote

About The Position

Chainguard is hiring a Customer Success Manager to serve as the primary post-sales contact for its Commercial customers. The role leads customer engagements across onboarding, implementation, and adoption, working with Solutions Architects, Technical Support, Product Management, Engineering, and Sales to help customers onboard successfully, achieve outcomes, increase adoption, and realize value quickly.

The Customer Success Manager owns a portfolio of customer relationships and supports stakeholders ranging from technical practitioners to CISOs. The role requires proactive account management, technical product knowledge, customer education, issue coordination, and advocacy within Chainguard. The person in this position is expected to exercise autonomy, make decisions that support customer outcomes, manage escalations and risks, and help establish or improve processes as needed.

Requirements

• At least 2 years of experience in customer-facing roles collaborating with technical and business teams, such as Customer Success, Professional Services, or Technical Account Management, or a combination of these with Sales, Solutions Engineering, or Technical Support.
• Relevant domain knowledge in at least one of the following: supply chain security, DevSecOps, application security, security infrastructure, containers, regulatory compliance requirements, vulnerability management, or the software development lifecycle.
• Ability to take ownership of a customer portfolio and work autonomously, including making decisions to drive customer outcomes and manage escalations.
• Entrepreneurial mindset and willingness to adapt established procedures or create new processes and practices.
• Commitment to continuous personal and professional development.
• Strong drive, emotional intelligence, and priority management skills.

Nice To Haves

• Previous early-stage startup experience.
• Passion for technology and cybersecurity.
• Hands-on technical experience in one or more of cloud computing environments (AWS, GCP, Azure), containers, Linux, supply chain security, DevSecOps, application security, security, security infrastructure, regulatory compliance requirements, vulnerability management, or the software development lifecycle.

Responsibilities

• Lead technical onboarding for new customers, coordinating with customer-facing teams to understand requirements, goals, and challenges and develop an onboarding plan.
• Build relationships with customer stakeholders at multiple levels, from technicians to CISOs.
• Work with Sales to identify paths to customer renewal and expansion while minimizing churn risks.
• Collaborate with customers and the Education team to provide training on product features, best practices, and security principles.
• Develop hands-on knowledge of Chainguard and stay current on industry trends, product features, and best practices to help customers optimize product use.
• Represent customer needs internally and advocate for them with teams including Sales, Product, and Engineering.
• Collaborate with Technical Support and Customer Engineering to ensure timely resolution of customer issues.
• Own the customer portfolio, make decisions to drive customer outcomes, and determine when to involve executive leaders in escalations.
• De-risk or de-escalate customer issues and conflicts.
• Create or adapt processes and practices to improve customer service.

Benefits

• Remote-first culture with team meetup opportunities and bi-annual destination summits.
• Monthly stipend for coworking spaces, phone, and internet costs.
• Stock options upon hire and promotion, participation in secondary offerings, and 10 years to exercise options.
• 100% coverage of health, vision, and dental insurance premiums for employees and dependents.
• Flexible time off.
• Paid parental leave: 18 weeks for birthing parents and 12 weeks for non-birthing parents, usable at once or throughout the child's first year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed