Senior Manager, Customer Success Management - West/Pacific

Chainguard

1d • Remote

About The Position

The role, in a nutshell: The Senior Manager of Customer Success Management (CSM) will report to the Director of Customer Success, working collaboratively to achieve the company's goals and enhance customer success initiatives. As a key leadership role within the Customer Success organization, the Sr. Manager of CSM will partner closely with other Customer Success leaders in building and shaping the function. The successful candidate will demonstrate strong people management skills, experience building out a CSM function (i.e. customer engagement, account management and retention strategies), and a mindset of driving operational excellence and scale.

Requirements

• At least 5+ years of proven experience in a leadership role, with a strong background in people management.
• Experience in Cybersecurity, DevOps, or an adjacent space
• Bachelor’s degree in a relevant field; advanced degree preferred.
• Demonstrated success in building and scaling CSM functions.
• In-depth knowledge of project management methodologies and practices.
• Excellent communication and interpersonal skills, with the ability to engage with both internal teams and external clients and executive level personas
• We are remote friendly, but this role needs to be based in the United States

Responsibilities

• Build, lead and mentor a team of CSMs, fostering a collaborative and high-performance culture.
• Provide guidance and support for career development, performance management, and skill enhancement within the team.
• Collaborate with the CSM and Professional Services leaders to develop and execute the overall strategy for Customer Success at Chainguard.
• Drive the creation of customer engagement strategies to meet adoption, retention, and growth targets.
• Develop processes in the lens of value and customer experience. Institute scale and automation in order to accomplish more with less over time.
• Ensure a thorough grasp of adoption metrics across the customer base and collaborate with CSMs to devise actionable plans for mitigating churn risk and promoting account expansion.
• Conduct account deep dives to drive adoption and account level objectives.
• Stay informed about escalated accounts, take charge in resolving issues, offer leadership support to the team and customers as needed, and provide regular updates to senior leadership.
• Work closely with customers to understand their unique requirements and challenges.
• Build strong client relationships at the Executive level to understand their workflow, prioritize Chainguard engagements, drive customer satisfaction and position account growth.
• Serve as the voice of the customer within the organization, providing insights and feedback to drive product improvements and innovations
• Collaborate with GTM, Product, and Engineering teams to drive adoption, customer retention, and growth.
• Utilize insights from customer adoption data to develop precise renewal forecasts. Collaborate closely with the sales team to generate a weekly forecast aggregation, projecting at least six months into the future.
• Implement and refine operational processes to enhance efficiency and effectiveness within the CSM team and engagement model.
• Monitor industry trends and best practices to stay ahead of market demands.

Benefits

• Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
• Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).
• 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck.
• ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset.
• 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees