Customer Success Manager, Enterprise - Central

Chainguard

6h • Remote

About The Position

As a Customer Success Manager at Chainguard, you will be the post-sales primary point of contact for Enterprise customers, leading customer engagements across onboarding, implementation, and adoption. You will work with Solutions Architects, Technical Support, Product Management, Engineering, and Sales to onboard and support customers, build relationships, drive outcomes and adoption, and deliver time-to-value.

The role involves taking ownership of a customer portfolio and acting with autonomy to make decisions that improve customer outcomes. You will partner across internal teams, advocate for customer needs, manage escalations and conflicts, and help establish processes and practices for a new team. You will also develop hands-on product knowledge and stay current on industry trends, features, and best practices to help customers get the most from Chainguard.

Requirements

• At least 3 years of experience in customer-facing SMB and mid-market roles collaborating with technical and business teams; relevant backgrounds include Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support.
• Relevant domain knowledge in one or more of: Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance requirements, vulnerability management, or the software development lifecycle.
• Ability to take ownership of a customer portfolio and work with a high level of autonomy.
• Ability to make decisions that drive customer outcomes, including managing escalations, de-risking or de-escalating issues and conflict, and advocating to internal teams.
• Entrepreneurial mindset and willingness to deviate from existing procedures or build 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, AppSec, security, security infrastructure, regulatory compliance requirements, vulnerability management, or the software development lifecycle.

Responsibilities

• Lead technical onboarding for new customers and create onboarding plans with customers and internal pre-sales and post-sales teams.
• Act as the voice of the customer and advocate for customer needs across internal teams.
• Collaborate with Technical Support and Customer Engineering to ensure timely resolution of customer issues.
• Develop hands-on knowledge of Chainguard and stay current on industry trends, product features, and best practices.
• Work with customers and the Edu team to provide education on product features, best practices, and security principles.
• Build relationships with customer stakeholders at multiple levels, from technicians to CISOs.
• Work with Sales to identify paths to renew and expand customer accounts while minimizing churn risks.
• Own the customer portfolio, make decisions to drive customer outcomes, manage escalations and conflicts, and advocate across Sales, Product, and Engineering.
• Help build 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; 10 years to exercise options.
• 100% covered 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.

What This Job Offers

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