Senior Customer Success Manager, Enterprise - West

Chainguard

9d • Remote

About The Position

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

The role involves partnering with customers and internal teams on success planning, aligning on requirements, goals, and challenges, supporting large-scale change management, and helping customers demonstrate business value. You will advocate for customer needs internally, coordinate issue resolution, develop hands-on product knowledge, and work with customers and the Education team on product training and security best practices. You will also build stakeholder relationships from technical teams to CISOs and collaborate with Sales on renewals, expansion, and churn prevention.

This is a strategic, proactive position requiring ownership of an enterprise customer portfolio and autonomy in making decisions that support customer outcomes. The role may involve creating new processes and practices to better serve customers. The position is remote-first, with opportunities for team meetups, bi-annual destination summits, and a monthly stipend for coworking, phone, and internet costs. Compensation is up to $160,000 base salary plus bonus.

Requirements

• At least 5 years of experience in enterprise, customer-facing roles collaborating with technical and business teams, such as Customer Success, Professional Services, Technical Account Management, or a combination of these with 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 full ownership of a customer portfolio and work with a high level of autonomy.
• Ability to make decisions that drive customer outcomes, manage or de-escalate customer issues and conflicts, and advocate internally across teams.
• Entrepreneurial mindset and willingness to build new processes or 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 enterprise customer engagements across onboarding, implementation, and adoption.
• Partner with customers and pre-sales and post-sales teams to align on requirements, goals, and challenges through business success planning.
• Provide thought leadership on change management for large, scaled rollouts.
• Support the Business Value Realization cycle so customers can demonstrate and prove value internally.
• Advocate for customer needs and requirements to internal teams and influence teams to act on them.
• 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 to help customers optimize product use.
• Work with customers and the Education 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 customers while minimizing churn risks.
• Own the customer portfolio, make decisions to drive customer outcomes, and determine when to involve executive leadership in escalations.
• Build new processes or practices to improve customer service.

Benefits

• Flexible 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 all at once or throughout the child's first year.

What This Job Offers

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