Chainguard - Manager, Customer Success Management - Public Sector
Requirements
• At least 3+ years of proven experience in a leadership role, with a strong background in people management. • Experience in Cybersecurity, DevOps, or an adjacent space • Experience working with US Public Sector customers and the unique regulatory, compliance, and procurement requirements of the segment • 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 • Compensation: up to $165,000 base salary + bonus
Responsibilities
• Leadership and People Management: • 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. • Strategic Planning, Building and Execution: • 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. • Customer Management: • 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. • Client Engagement and Advocacy: • 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 • Retention and Growth: • 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. • Continuous Improvement: • 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.
Benefits
• We live and breathe our company values: • We are customer obsessed — We focus on delivering solutions to our customers that create value and make their lives better. • We have a bias for intentional action — We prioritize, plan, try things, and fail fast. • We don't take ourselves too seriously (but we do serious work) — We are solving an important problem which takes focus, but we also like to enjoy the journey. • We trust each other and assume good intentions — We're transparent with decisions to empower team members to make well informed decisions. • 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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