Manager, Customer Success Management - Public Sector

Chainguard

2d • $165,000 • Remote

About The Position

Chainguard is hiring a Manager of Customer Success Management for its US Public Sector team. This key leadership role reports to the Senior Manager of Customer Success (Enterprise US East & Public Sector) and works with Customer Success leaders to shape and build the function. The manager will lead and mentor CSMs, support career development and performance management, and foster a collaborative, high-performing team.

The role develops and executes customer success strategy with CSM and Professional Services leaders, including engagement strategies that advance adoption, retention, and growth. It also builds value- and customer-experience-focused processes, introducing scale and automation. The manager works with customers and CSMs on adoption metrics, account plans, churn risks, expansion opportunities, escalations, and executive relationships, while representing customer feedback internally to inform product improvements.

The manager collaborates with Go-to-Market, Product, Engineering, and Sales teams to increase adoption, retention, and growth. They use customer adoption insights to develop renewal forecasts and partner with Sales on weekly forecast aggregation covering at least six months. The role also refines team operations and engagement practices and monitors industry trends and best practices. The position is remote-friendly but must be based in the United States.

Requirements

• At least 3 years of proven experience in a leadership role, with a strong background in people management.
• Experience in cybersecurity, DevOps, or an adjacent field.
• Experience working with US Public Sector customers and understanding the segment's regulatory, compliance, and procurement requirements.
• Bachelor's degree in a relevant field.
• Demonstrated success building and scaling Customer Success Management functions.
• In-depth knowledge of project management methodologies and practices.
• Excellent communication and interpersonal skills, including the ability to engage internal teams, external clients, and executive-level stakeholders.
• Must be based in the United States.

Nice To Haves

• An advanced degree.

Responsibilities

• Build, lead, and mentor a team of Customer Success Managers, fostering a collaborative, high-performance culture.
• Support team members' career development, performance management, and skill enhancement.
• Collaborate with Customer Success and Professional Services leaders to develop and execute the Customer Success strategy.
• Develop customer engagement strategies to meet adoption, retention, and growth targets.
• Create value- and customer-experience-focused processes, using scale and automation to improve efficiency.
• Track customer adoption metrics and work with CSMs on plans to mitigate churn risk and promote account expansion.
• Conduct account deep dives to drive adoption and account-level objectives.
• Monitor escalated accounts, lead issue resolution, support the team and customers, and provide updates to senior leadership.
• Engage customers to understand their requirements and challenges, and build executive-level relationships to prioritize engagements, improve satisfaction, and support account growth.
• Represent the voice of the customer within Chainguard and provide feedback to inform product improvements and innovation.
• Collaborate with Go-to-Market, Product, Engineering, and Sales teams to drive adoption, retention, and growth.
• Use customer adoption data to develop renewal forecasts and work with Sales on weekly forecast aggregation projecting at least six months ahead.
• Implement and refine operational processes for the CSM team and its engagement model.
• Monitor industry trends and best practices.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager