Senior Customer Success Manager, Chainguard

• 5+ years experience in enterprise, customer facing roles collaborating with both technical and business teams - Customer Success, Professional Services, Technical Account Management or a combination of those plus Sales, Solutions Engineering, or Technical Support
• Relevant domain knowledge of one or more of the following; Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance requirements, vulnerability management, software development lifecycle
• This is a strategic and proactive role, our expectation is that this person will take full ownership of their customer portfolio and act with a high level of autonomy
• This includes making key decisions to drive effective customer outcomes; deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict, and advocating to internal teams including sales, product, engineering, etc
• An entrepreneurial mindset - this is a new team at Chainguard where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve customers
• Demonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and field
• Driven, high emotional intelligence, and strong priority management skills
• West/Central Based

Desirable

• As a Senior Customer Success Manager at Chainguard, you will be the post-sales primary point of contact for our customers
• You will be responsible for taking lead on customer engagements across onboarding, implementation, and adoption
• In this role, you will work closely with Solutions Architects, Technical Support, Product Management, Engineering and Sales to ensure the successful onboarding and support of your customers
• You are their day-to-day contact, building relationships with customers and driving outcomes, adoption, and delivering time-to-value
• Customer Onboarding: Lead the technical onboarding process for new customers
• Partner with customers, pre-sales, and post-sales teams to understand requirements, goals, and challenges to formulate an onboarding plan
• Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams
• This means being a team player and having strong collaboration skills - this role must align with many different internal teams, influence them to act toward customer needs
• Issue Management: Collaborate with Technical Support and Customer Engineering teams to ensure timely resolution to customer issues
• Product Expertise: Develop hands-on technical knowledge of Chainguard and stay up-to-date with industry trends, new features, and best practices so you can help customers optimize their use of Chainguard
• Training & Education: Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles
• Account Management: Develop relationships with multiple levels of customer stakeholders from technicians to CISOs
• Work closely with sales teams to identify the best path to renew and expand customers while minimizing churn risks