Senior Customer Success Manager - Scaled

Chainguard

2d • Remote

About The Position

Chainguard is hiring a Scaled Customer Success Manager to design and execute automated, data-driven strategies that support customers throughout their journey. The role focuses on creating systems, playbooks, and digital engagement models that help customers onboard, adopt products, and realize value through proactive, self-service, and technology-enabled touch points.

The position develops scalable customer success programs and automates key customer interactions through lifecycle email campaigns, in-app guidance, and resource libraries. It also builds one-to-many engagement programs and digital content, uses customer health and behavior data to segment and personalize outreach, and collaborates across Product, Marketing, Education, Sales, and Support. The manager monitors customer health, product use, engagement, onboarding, and renewal metrics, then uses those insights to continuously improve program effectiveness, adoption, retention, and efficiency.

Requirements

• At least 3 years of experience in enterprise, customer-facing roles working with technical and business teams, such as Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support.
• Experience operating in a scaled or digital success model, using automation, data insights, and digital programs to support customers throughout their lifecycle.
• Ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale.
• Ability to own a customer portfolio autonomously, drive outcomes, manage escalations, and make decisions about de-risking accounts or engaging leadership.
• Data-driven and proactive approach, including comfort using analytics, customer health data, and behavioral signals to inform engagement and continuous improvement.
• Strong emotional intelligence and prioritization skills, with a commitment to continuous learning, professional growth, and operational excellence.
• Entrepreneurial, builder mentality and willingness to create and refine scalable processes, programs, and tools.

Nice To Haves

• Previous early-stage startup experience.
• Passion for technology and cybersecurity.

Responsibilities

• Develop, implement, and refine scalable customer success programs for onboarding, adoption, and renewal.
• Identify opportunities to automate customer touch points using lifecycle email campaigns, in-app guidance, and resource libraries.
• Partner with internal teams to instrument the customer journey with metrics, triggers, and workflows that enable proactive engagement at scale.
• Build and manage one-to-many engagement programs using webinars, office hours, community programs, and knowledge base resources.
• Create and curate digital content, including onboarding guides, best-practice documentation, and product tutorials.
• Use customer health data and behavioral signals to segment customers and deliver personalized, automated outreach.
• Coordinate with Product, Marketing, and Education teams to align scalable success initiatives with new features and product launches.
• Partner with Sales and Support to provide consistent customer experiences across touch points.
• Advocate for product and process improvements based on customer feedback and journey analytics.
• Monitor customer health metrics, product usage, and engagement patterns to identify trends and opportunities for proactive improvement.
• Measure and iterate on scaled programs to improve efficiency, adoption, and retention.
• Report on onboarding completion, engagement, renewal performance, and other key customer metrics.
• Own a customer portfolio, drive outcomes autonomously, manage escalations, and make decisions about account risk and leadership engagement.

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% covered health, vision, and dental insurance premiums for the employee 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: Senior
• Education Level: No Education Listed