Senior Customer Success Manager

Responsibilities

• Drive business success planning with customers, pre-sales, and post-sales teams to align requirements, goals, and challenges.
• Provide thought leadership on change management for large, scaled rollouts.
• Support the full business value realization cycle so customers can demonstrate and prove value internally.
• Act as the voice of the customer, advocating for customer needs and requirements to internal teams.
• Collaborate with Technical Support and Customer Engineering teams to resolve customer issues promptly.
• Develop hands-on technical knowledge of Chainguard and stay current with industry trends, features, and best practices.
• Help customers optimize their use of Chainguard.
• Collaborate with customers and the Education team on product features, best practices, and security principles.
• Build relationships with customer stakeholders ranging from technicians to CISOs.
• Work with sales teams to identify paths to renew and expand customers while minimizing churn risks.
• Own a customer portfolio autonomously, including escalation decisions, conflict de-escalation, and cross-functional advocacy.
• Build new processes and practices to improve customer service.

Requirements

• 5+ years of experience in enterprise, customer-facing roles collaborating with technical and business teams, such as Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support.
• Domain knowledge in one or more of the following:
  • Supply chain security
  • DevSecOps
  • Application security
  • Security infrastructure
  • Containers
  • Regulatory compliance
  • Vulnerability management
  • Software development lifecycle
• Strong ownership, autonomy, and decision-making skills.
• Entrepreneurial mindset.
• Commitment to continuous personal and professional development.
• Strong drive, emotional intelligence, and priority management skills.

Nice-to-haves

• Early-stage startup experience.
• Passion for technology and cybersecurity.
• Hands-on technical experience with cloud computing environments, containers, Linux, supply chain security, DevSecOps, application security, security infrastructure, regulatory compliance, vulnerability management, or software development lifecycle.