Senior Manager, Customer Success Management - West/Pacific

Chainguard is the secure foundation for software development and deployment, and they are seeking a Senior Manager of Customer Success Management to enhance customer success initiatives. The role involves leadership in building a CSM team, developing customer engagement strategies, and driving operational excellence.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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

Requirements:

• At least 5+ years of proven experience in a leadership role, with a strong background in people management
• Experience in Cybersecurity, DevOps, or an adjacent space
• 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
• Advanced degree preferred