Chainguard

Senior Manager, Customer Success Management

Chainguard

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

Cyber Security

About the role

  • 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.

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.
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
project management methodologiescustomer engagement strategiesadoption metricsrenewal forecastsoperational processesperformance managementskill enhancementaccount expansioncustomer experienceautomation
Soft skills
leadershipmentoringcollaborationcommunicationinterpersonal skillsclient relationship buildingproblem-solvingstrategic thinkingteam supportcustomer satisfaction
Certifications
Bachelor’s degreeadvanced degree