Senior Manager, Customer Success Management - Enterprise/EMEA

Chainguard

13d•Remote

About The Position

The Manager of Customer Success Management (CSM) will report to the Director of Customer Success, working collaboratively to achieve company goals and advance customer success initiatives across the Enterprise segments. As a leader within the Customer Success organization, this role will partner closely with cross-functional teams to support and scale the CSM function. The ideal candidate brings strong people management skills, experience operating in high-volume, scaled customer environments, and a focus on driving efficient, data-informed customer engagement, retention, and growth strategies.

Requirements

4+ years of experience in Customer Success, Account Management, or related fields
Prior people management experience with a track record of developing high-performing teams
Experience supporting Enterprise or high-ARR customer segments
Experience with high-touch customer success models
Strong operational mindset with experience building or optimizing processes
Proven ability to drive retention and growth in a metrics-driven environment
Excellent communication and interpersonal skills across diverse audiences
Bachelor’s degree in a relevant field

Nice To Haves

Background in Cybersecurity, DevOps, or a related technical domain preferred
advanced degree preferred

Responsibilities

Build, lead, and mentor a team of CSMs supporting Enterprise customers
Foster a collaborative, high-performance, and customer-centric culture
Provide coaching, performance management, and career development support
Drive accountability through clear goals, metrics, and regular feedback
Partner with Customer Success and cross-functional leaders to define segment-specific strategies
Execute programs tailored to Enterprise customer needs
Design and operationalize engagement models
Ensure consistency in customer journeys while adapting for segment nuances
Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
Guide the team in identifying churn risks and expansion opportunities
Drive proactive outreach and intervention based on data insights
Support account reviews and leverage segment-level insights to improve outcomes
Ensure strong stakeholder relationships across Enterprise accounts
Deliver consistent value through interactions
Capture and synthesize customer feedback to inform internal teams
Act as the voice of the customer to influence product and go-to-market strategy
Collaborate with Sales, Product, and Marketing to drive adoption and expansion
Support renewal strategies and improve retention outcomes across segments
Leverage data to contribute to accurate forecasting and pipeline visibility
Identify and scale growth opportunities within the Enterprise base
Implement and refine processes that enable scale and efficiency
Improve team productivity through tooling, automation, and best practices
Standardize workflows and reporting for consistency and visibility
Monitor industry trends and evolve engagement strategies accordingly