Customer Success Manager – Enterprise

Job Description:

• 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.
• 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.
• Training & Education: Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles.
• 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.
• 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.

Requirements:

• 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 - you will be 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

Benefits:

• 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.
• 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!).
• 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.
• ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset.
• 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.

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