Chainguard - Senior Customer Success Manager - Scaled
Requirements
• 3+ years of experience in enterprise, customer-facing roles collaborating with both technical and business teams — such as Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support. • Experience operating in a scaled or digital success model, using automation, data insights, and digital programs to engage and support customers efficiently across their lifecycle. • Experience operating in a scaled or digital success model • Strong operational mindset with the ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale. • Strong operational mindset • Strategic ownership of your customer portfolio — able to act autonomously to drive outcomes, manage escalations, and make key decisions on de-risking accounts or engaging leadership when appropriate. • Strategic ownership • Entrepreneurial and builder mentality — this is a new, fast-growing team at Chainguard, where you’ll have the opportunity to create and refine scalable processes, programs, and tools to best serve customers. • Entrepreneurial and builder mentality • Data-driven and proactive — comfortable using analytics, customer health data, and behavior signals to inform engagement strategies and continuous improvement. • Data-driven and proactive • High emotional intelligence and prioritization skills, with a strong commitment to continuous learning, professional growth, and operational excellence. • High emotional intelligence and prioritization skills • Strongly Preferred: • Previous early-stage startup experience • Passion for technology & cybersecurity • Compensation: up to $160K base salary + bonus
Responsibilities
• Customer Journey Design & Automation • Develop, implement, and continuously refine scalable customer success programs that guide customers through onboarding, adoption, and renewal. • Identify opportunities to automate key customer touch points using tools like lifecycle email campaigns, in-app guidance, and resource libraries. • Partner with internal teams to instrument the customer journey with metrics, triggers, and workflows that drive proactive engagement at scale. • Customer Engagement & Enablement • Build and manage a one-to-many engagement strategy using webinars, office hours, community programs, and knowledge base resources. • Create and curate digital content—such as onboarding guides, best-practice documentation, and product tutorials—to empower customer self-sufficiency. • Use customer health data and behavioral signals to segment customers and deliver personalized yet automated outreach. • Cross-Functional Collaboration • Work with Product, Marketing, and Education teams to align scalable success initiatives with new features and product launches. • Partner with Sales and Support to ensure consistent, seamless experiences across all customer touch points. • Advocate for product and process improvements based on customer feedback and journey analytics. • Data-Driven Insights & Optimization • Monitor customer health metrics, product usage, and engagement patterns to identify trends and areas for proactive improvement. • Continuously measure and iterate on the success of scaled programs to improve efficiency, adoption, and retention outcomes. • Report on key metrics such as onboarding completion rates, engagement levels, and renewal performance across your customer base.
Benefits
• 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 Chainguardians with unique backgrounds, perspectives, and experiences. • If your experience is close but doesn’t fulfill all requirements, • please apply • 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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