Chainguard

Senior Customer Success Manager

Chainguard

full-time

Posted on:

Location Type: Remote

Location: Australia

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Job Level

Senior

About the role

  • As a Senior Customer Success Manager at Chainguard, you will be the post-sales primary point of contact for our enterprise customers.
  • You will be responsible for taking lead on customer engagements across onboarding, implementation, and adoption.
  • In this role, you will work closely with Solutions Architects, Technical Support, Product Management, Engineering and Sales to ensure the successful onboarding and support of your customers.
  • You are their day-to-day contact, building relationships with customers and driving outcomes, adoption, and delivering time-to-value.
  • Customer Onboarding: Lead the technical onboarding process for new customers.
  • Partner with customers, pre-sales, and post-sales teams to understand requirements, goals, and challenges to formulate an onboarding plan.
  • Account Management: Develop relationships with multiple levels of customer stakeholders from technicians to CISOs.
  • Work closely with sales teams to identify the best path to renew and expand customers while minimizing churn risks.
  • Training & Education: Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles.
  • Product Expertise: Develop hands-on technical knowledge of Chainguard and stay up-to-date with industry trends, new features, and best practices so you can help customers optimize their use of Chainguard.
  • Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams. This means being a team player and having strong collaboration skills - this role must align with many different internal teams, influence them to act toward customer needs.
  • Issue Management: Collaborate with Technical Support and Customer Engineering teams to ensure timely resolution to customer issues.

Requirements

  • 5+ years experience in enterprise, customer facing roles collaborating with both technical and business teams - Customer Success, Professional Services, Technical Account Management or a combination of those plus Sales, Solutions Engineering, or Technical Support.
  • Must hold an active NV2 clearance to support our federal book of business.
  • Relevant domain knowledge of one or more of the following: Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance requirements, vulnerability management, software development lifecycle.
  • This is a strategic and proactive role, our expectation is that this person will take full ownership of their customer portfolio and act with a high level of autonomy. This includes making key decisions to drive effective customer outcomes; deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict, and advocating to internal teams including sales, product, engineering, etc.
  • An entrepreneurial mindset - you will be often build entirely new process or practices to ensure we best serve customers.
  • Demonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and field.
  • Driven, high emotional intelligence, and strong priority management skills
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.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer onboardingaccount managementtechnical account managementcustomer engagementissue managementvulnerability managementsoftware development lifecycleDevSecOpsAppSecsecurity infrastructure
Soft Skills
relationship buildingcollaborationadvocacyautonomydecision makingentrepreneurial mindsetemotional intelligencepriority managementcontinuous developmentproactive approach
Certifications
NV2 clearance