Chainguard

Customer Success Manager – Scaled

Chainguard

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $110,000 - $135,000 per year

Job Level

Mid-LevelSenior

About the role

  • As a Scaled Customer Success Manager at Chainguard, you will design and execute automated, data-driven strategies to support customers at scale throughout their journey.
  • You’ll focus on building systems, playbooks, and digital engagement models that enable customers to successfully onboard, adopt, and realize value in a digital model.
  • Develop, implement, and continuously refine scalable customer success programs that guide customers through onboarding, adoption, and renewal.
  • Identify opportunities to automate key customer touch points using tools like lifecycle email campaigns, in-app guidance, and resource libraries.
  • Partner with internal teams to instrument the customer journey with metrics, triggers, and workflows that drive proactive engagement at scale.
  • Build and manage a one-to-many engagement strategy using webinars, office hours, community programs, and knowledge base resources.
  • Create and curate digital content—such as onboarding guides, best-practice documentation, and product tutorials—to empower customer self-sufficiency.
  • Use customer health data and behavioral signals to segment customers and deliver personalized yet automated outreach.
  • Work with Product, Marketing, and Education teams to align scalable success initiatives with new features and product launches.
  • Partner with Sales and Support to ensure consistent, seamless experiences across all customer 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 areas for proactive improvement.
  • Continuously measure and iterate on the success of scaled programs to improve efficiency, adoption, and retention outcomes.
  • Report on key metrics such as onboarding completion rates, engagement levels, and renewal performance across your customer base.

Requirements

  • 3+ years of experience in enterprise, customer-facing roles collaborating with both 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 engage and support customers efficiently across their lifecycle.
  • Strong operational mindset with the ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale.
  • Strategic ownership of your customer portfolio — able to act autonomously to drive outcomes, manage escalations, and make key decisions on de-risking accounts or engaging leadership when appropriate.
  • Entrepreneurial and builder mentality — this is a new, fast-growing team at Chainguard, where you’ll have the opportunity to create and refine scalable processes, programs, and tools to best serve customers.
  • Data-driven and proactive — comfortable using analytics, customer health data, and behavior signals to inform engagement strategies and continuous improvement.
  • High emotional intelligence and prioritization skills, with a strong commitment to continuous learning, professional growth, and operational excellence.
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.
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer success programsautomated strategiesdata-driven insightscustomer health metricsonboarding processesengagement strategiesworkflow optimizationdigital content creationlifecycle email campaignsbehavioral signals
Soft skills
operational mindsetstrategic ownershipentrepreneurial mentalityhigh emotional intelligenceprioritization skillscontinuous learningprofessional growthproactive engagementcollaborationdecision-making