Chainguard - Senior Manager, Customer Success Management - Commercial/Digital
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Requirements
• 4+ years of experience in Customer Success, Account Management, or related fields • Prior people management experience with a track record of developing high-performing teams • Experience supporting Commercial, SMB, or high-volume customer segments • Experience with digital/scaled tech touch customer success models • Background in Cybersecurity, DevOps, or a related technical domain preferred • Strong operational mindset with 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 • Bachelor’s degree in a relevant field; advanced degree preferred • Compensation: up to $200,000 base salary + bonus (depending on experience)
Responsibilities
• Leadership and People Management: • Build, lead, and mentor a team of CSMs supporting Commercial and Digital customers • Foster a collaborative, high-performance, and customer-centric culture • Provide coaching, performance management, and career development support • Drive accountability through clear goals, metrics, and regular feedback • Segment Strategy and Execution: • Partner with Customer Success and cross-functional leaders to define segment-specific strategies • Execute programs tailored to Commercial and Digital customer needs • Design and operationalize scaled engagement models, including digital-first approaches • Ensure consistency in customer journeys while adapting for segment nuances • Customer Management: • Maintain visibility into adoption, health scores, and engagement metrics across the portfolio • Guide the team in identifying churn risks and expansion opportunities • Drive proactive outreach and intervention based on data insights • Support account reviews and leverage segment-level insights to improve outcomes • Digital and Scaled Engagement: • Champion digital customer success strategies such as automated outreach and lifecycle programs • Partner with Operations and Marketing to build scalable engagement programs • Promote self-service resources to improve customer experience and efficiency • Continuously optimize the balance between high-touch and tech-touch engagement • Client Engagement and Advocacy: • Ensure strong stakeholder relationships across Commercial accounts • Deliver consistent value through both direct and digital interactions • Capture and synthesize customer feedback to inform internal teams • Act as the voice of the customer to influence 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 across segments • Leverage data to contribute to accurate forecasting and pipeline visibility • Identify and scale growth opportunities within the Commercial and Digital 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 for consistency and visibility • Monitor industry trends and evolve engagement strategies accordingly
Benefits
• Equity/stock options • Remote work with flexible coworking and team meetup opportunities • 100% health/dental/vision insurance coverage for you and your family • If your experience is close but doesn’t fulfill all requirements, please apply. Chainguard is on a mission to build the best team. To achieve our goal, we are focused on hiring “Guardians'' with unique backgrounds, perspectives, and experiences. • 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. • Flexible & Remote-First Culture: • 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!). • Our Approach to Equity: • 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. • 100% Covered Health Insurance: • ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset. • ∞ Flexible Time Off: • 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. • 18 Weeks Paid Parental Leave: • If your experience is close but doesn't fulfill all requirements, please apply. We're building the best team in technology and are focused on hiring "Chainguardians" with unique backgrounds, perspectives, and experiences.
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