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Senior Customer Success Manager - Scaled

1 hour, 38 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Cybersecurity
Apply Now
Chainguard

Chainguard

Chainguard: Fortified Software Delivery Security for developers and CISOs, ensuring secure by default infrastructure and zero workflow friction.

Internet Software & Services
51-250
Founded 2021
$55M raised
View All Jobs 67

Description

  • Develop and refine scalable customer success programs covering onboarding, adoption, and renewal.
  • Automate customer touchpoints through lifecycle email campaigns, in-app guidance, and resource libraries.
  • Instrument customer journeys with metrics, triggers, and workflows to drive proactive engagement.
  • Build one-to-many engagement programs using webinars, office hours, communities, and knowledge resources.
  • Create onboarding guides, best-practice documentation, and product tutorials that support customer self-service.
  • Segment customers and personalize automated outreach using health data and behavioral signals.
  • Collaborate with Product, Marketing, Education, Sales, and Support on customer initiatives and product launches.
  • Monitor customer health, product usage, and engagement metrics to identify trends and improvement opportunities.
  • Measure and optimize scaled programs for efficiency, adoption, retention, and renewal performance.
  • Advocate for product and process improvements based on customer feedback and journey analytics.

Requirements

  • 3+ years of experience in enterprise customer-facing roles involving technical and business stakeholders, such as Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support.
  • Experience working in a scaled or digital customer success model using automation, analytics, and digital programs.
  • Ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale.
  • Ability to independently own a customer portfolio, manage escalations, and make account risk decisions.
  • Entrepreneurial builder mindset, with experience creating and refining processes, programs, or tools.
  • Comfort using customer analytics, health data, and behavioral signals to guide engagement strategies.
  • Strong emotional intelligence, prioritization, continuous-learning, and operational-excellence skills.
  • Previous early-stage startup experience preferred.
  • Passion for technology and cybersecurity preferred.

Benefits

  • Up to $160,000 base salary plus bonus.
  • Flexible remote-first work with team meetups, biannual destination summits, and a monthly coworking, phone, and internet stipend.
  • Stock options upon hire and promotion, secondary offering participation, and a 10-year exercise window.
  • 100% company-paid health, vision, and dental insurance for employees and dependents.
  • Flexible time off.
  • Paid parental leave: 18 weeks for birthing parents and 12 weeks for non-birthing parents.

Interested in this position?

Apply directly on the company website

Apply Now

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