# Senior Manager, Customer Success Management - EMEA/APJ

**Company:** [Chainguard](https://hotfix.jobs/companies/chainguard)
**Location:** Remote
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success Management, Technical Account Management, Enterprise Accounts, People Management, Health Scores, Customer Retention, Customer Expansion, Forecasting, Pipeline Management, Process Optimization, Workflow Automation, Cybersecurity, DevOps, Metrics And Reporting
**Posted:** 2026-08-25

> Leads and scales a team of Customer Success Managers serving Enterprise accounts across EMEA/APJ, driving adoption, retention, expansion, and operational efficiency. Requires people-management experience, high-touch enterprise success expertise, and a metrics-driven approach; cybersecurity or DevOps experience is preferred.

## Job Description

## Responsibilities

### Leadership and People Management
- Build, lead, and mentor a team of Customer Success Managers supporting Enterprise customers.
- Foster a collaborative, high-performance, customer-centric culture.
- Provide coaching, performance management, and career development support.
- Drive accountability through clear goals, metrics, and regular feedback.

### Segment Strategy and Execution
- Define segment-specific strategies with Customer Success and cross-functional leaders.
- Execute programs tailored to Enterprise customer needs.
- Design and operationalize customer engagement models.
- Ensure consistent customer journeys while adapting for segment nuances.

### Customer Management
- Monitor adoption, health scores, and engagement metrics across the customer portfolio.
- Guide identification of churn risks and expansion opportunities.
- Drive proactive outreach and intervention based on data insights.
- Support account reviews and use segment-level insights to improve outcomes.

### Client Engagement and Advocacy
- Ensure strong stakeholder relationships across Enterprise accounts.
- Deliver consistent value through customer interactions.
- Capture and synthesize customer feedback for internal teams.
- Represent the customer perspective in product and go-to-market strategy.

### Retention and Growth
- Collaborate with Sales, Product, and Marketing to drive adoption and expansion.
- Support renewal strategies and improve retention outcomes.
- Contribute to accurate forecasting and pipeline visibility using data.
- Identify and scale growth opportunities within the Enterprise customer base.

### Operational Excellence
- Implement and refine processes that enable scale and efficiency.
- Improve team productivity through tooling, automation, and best practices.
- Standardize workflows and reporting.
- Monitor industry trends and evolve engagement strategies.

## Requirements
- 4+ years of experience in Customer Success, Technical 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 and 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.
- Currently located in the United Kingdom.
- Bachelor's degree in a relevant field; advanced degree preferred.

## Nice-to-Haves
- Background in Cybersecurity, DevOps, or a related technical domain.

## Compensation and Benefits
- Up to **£150,000 base salary**, plus bonus depending on experience.
- Remote-first culture with team meetups, destination summits, and a monthly coworking, phone, and internet stipend.
- Stock options upon hire and promotion, with participation in secondary offerings and a 10-year exercise period.
- Company-paid health, vision, and dental insurance premiums for employees and dependents.
- Flexible time off.
- Paid parental leave: 18 weeks for birthing parents and 12 weeks for non-birthing parents.

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