Senior Customer Success Manager, Enterprise

Responsibilities

Success Planning & Value

• 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.

Customer Advocacy

• Act as the voice of the customer within the organization.
• Advocate for customer needs and requirements with internal teams.
• Collaborate across teams and influence action toward customer needs.

Issue Management

• Collaborate with Technical Support and Customer Engineering to ensure timely resolution of customer issues.

Product Expertise

• Develop hands-on technical knowledge of Chainguard.
• Stay current with industry trends, new features, and best practices.
• Help customers optimize their use of Chainguard.

Training & Education

• Collaborate with customers and the Education team to ensure understanding of product features, best practices, and security principles.

Account Management

• Develop 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.

Requirements

• 5+ years of experience in enterprise, customer-facing roles collaborating with technical and business teams, including 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
• Ability to take ownership of a customer portfolio and operate with a high level of autonomy.
• Ability to make decisions that drive customer outcomes, manage escalations, de-risk or de-escalate issues, and advocate with internal teams.
• Entrepreneurial mindset and willingness to build new processes and practices.
• Commitment to continuous personal and professional development.
• Strong drive, emotional intelligence, and priority management skills.

Nice-to-Haves

• Previous early-stage startup experience.
• Passion for technology and cybersecurity.
• Hands-on technical experience with one or more of the following:
  • Cloud computing environments, including AWS, Google Cloud, or Azure
  • Containers
  • Linux
  • Supply chain security
  • DevSecOps
  • Application security
  • Security infrastructure
  • Regulatory compliance
  • Vulnerability management
  • Software development lifecycle

Compensation & Benefits

• Up to $160,000 base salary, plus bonus.
• Remote-first culture with team meetup opportunities, bi-annual 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 window.
• 100% company-covered health, vision, and dental insurance premiums for employees and dependents.
• Flexible time off.
• 18 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.